Change Expert III – ING Belgium - COO - Client Services Retail – Employee Experience & Strategy Center – Hospitality Center

Change Expert III – ING Belgium - COO - Client Services Retail – Employee Experience & Strategy Center – Hospitality Center

Your role and work environment

At ING, customer satisfaction is more than a goal—it’s the core of our strategy.

In today’s digital world, our customers are increasingly self-reliant, but every interaction—whether human or technology-driven—remains a critical touchpoint. We want to be the first to integrate the hospitality mindset of the hotel sector within our banking industry.

That’s where Client Services and, specifically, the Hospitality Center, come into play.

The Hospitality Center is the heart of ING’s customer-centric culture, dedicated to ensuring that each interaction exceeds customer expectations and reflects the ING Touch. This team within Client Services is tasked with supporting our Customer Loyalty Teams (CLTs)—internally, externally, and offshored in Manila—empowering them to deliver excellent, seamless customer experiences across every channel, whether written, verbal, or AI-driven.

This role requires an orange mindset, ownership, engagement, flexibility, commitment, innovation, and team spirit to maintain a high level of client experience. A passion for customer experience, an agile mindset, and the ability to leverage data-driven insights to guide improvements are essential.

Do you like to delight customers? Do you believe that hospitality can make the difference in customer and colleague engagement? Do you want to commit to delivering a better experience for our customers? Join the team!

Your key responsibilities

As a Hospitality Expert within Client Services, you will play a critical support role, ensuring that all customer interactions—across every platform—adhere to the highest standards of quality while helping our teams continuously improve through data, training, and feedback.

You will

• Support & Promote ING Touch: Embed its principles in every interaction, ensuring that teams adopt this customer-centric approach in all communications and processes. Work in behavior adoption and mindset change.

• Be Close to Customers & Employee Insights: Ensure high standards of quality in all interactions—whether written, spoken, or through AI bots—and ensure the ING Touch is present across all channels.

• Drive Continuous Improvement: Use a structured coaching approach and leverage both qualitative feedback and quantitative data to identify opportunities for improvement, advising CLTs on quality enhancements in their operations.

• Coordinate Feedback Loops and Reporting: Maintain a continuous feedback loop with CLT members and circle leads, using data reports to track customer satisfaction and optimize communication strategies.

• Monitor Quality through Data-Driven Insights: Use data to assess and improve the quality of customer interactions across all channels. Regularly analyze performance metrics to pinpoint areas for improvement and guide training efforts.

• Dedicated SPOC (Single Point of Contact): Act as the central point of contact for quality-related initiatives within the Hospitality Center. Collaborate with CLTs, providing guidance and support to ensure consistency in quality standards and customer interactions.

As a Change Expert, you will report to the Expert Lead Hospitality Center.

We look for.

A colleague with a talent for taking it on and making it happen, enthusiasm for helping others to be successful and a knack for always being a step ahead. We are looking for a driven and engaged individual who thrives in a support role, has exceptional communication skills, and is passionate about maintaining high standards of customer interaction across all channels.

• You are flexible and adaptable, taking a proactive and solution-oriented approach to improving customer experiences.
• You excel in communication, both written and verbal, and can adjust your tone and style depending on the platform—whether it's an AI bot, email, or phone call.
• You use data effectively, leveraging performance metrics to identify trends, guide decisions, and support continuous improvement.
• You thrive in dynamic environments, adapting to shifting priorities and working flexible hours or across multiple sites (Gent, Louvain-la-Neuve, Brussels).
• You are resilient, remaining calm and focused under pressure to ensure the highest quality of service.
• You collaborate and influence, building partnerships and working with others to meet shared objectives.
• You are detail-oriented, with a commitment to delivering work of the highest quality.
• You think analytically, evaluating complex issues from multiple angles to develop actionable solutions.
• You act as a reliable SPOC, fostering collaboration and ensuring alignment across teams within the Hospitality Center.
• You explore and innovate, investigating technologies and best practices to enhance customer experiences.
• You demonstrate commitment and dedication, always striving to exceed expectations and achieve excellence.

Needed skillset :

• Relevant experience with business culture change
• Relevant experience in training, coaching, and/or project management
• Relevant experience in accelerated learning is a plus
• A growth mindset
• A master’s degree or equivalent professional experience
• Advanced analytical skills with the ability to interpret complex data sets and derive actionable
• Oral and written skills in EN, FR, NL

We offer you.

A clear purpose, a unique offer and a range of flexible compensation and benefits

• Personal growth & challenging work with endless opportunities to realize your ambitions.
• An informal, dynamic environment with innovative colleagues supporting your endeavors.
• A progressive and agile way of working, where new ideas are valued ahead of convention.

We redefine banking. What about you?

There has never been a more interesting time to work at ING. We’re on a journey that’s centered around our customers, powered by technology, and driven by smart, determined people. Be part of a team that’s central to our strategy. Our customers feel our people are empowering them to stay a step ahead in life and in business. We’re proud of that!