Lead Cx Innovation

il y a 2 semaines

Bruxelles, Région de Bruxelles, Belgique ING Temps plein

Lead CX Innovation / Lead NPS Drivers

A day in the life of an NPS Drivers lead
-
Steering the portfolio of NPS Priorities and initiatives to boost our customer satisfaction and NPS performance, support our growth ambitions and work towards our ambition to become the most recommended bank in Belgium.
-
Creating leapfrog improvements by working together with specific business and/or technology domains, thinking out of the box to identify and validate opportunities

The end goal:

putting in place new ways of working, service improvements and new solutions or business models that move the needle from a customer's perspective.

-
Coaching & overseeing CX&I experts throughout their mission to drive parts of the NPS Priority portfolio forward. Support them in their project management journeys, problem solving and validated learning through Proof of Concepts (including with third parties)
-
Leveraging on market research, CX data analytics and successful innovations in other ING entities as well as third parties

***
How to succeed
We hire smart people like you for your potential. Our biggest expectation is that you'll stay curious. Keep learning. Take on responsibility. In return, we'll back you to develop into an even more awesome version of yourself.
-
Extremely customer-focused and in touch with your network to stay informed of internal, market and industry developments.

  • Effective at
    project / program management and big picture thinking
  • Good at
    problem solving and familiar with (applying) the principles of
    service design or PACE
  • Able
    to advise and challenge the leaders as well as motivate and encourage the organisation
  • Excellent level of
    English, and Dutch and/or French
As a Lead NPS Drivers you will have the opportunity to:

  • Be at the heart of our CX Strategy execution
  • Receive brainfood from the global CX & Innovation ecosystem
  • Have a strong variation in content, and an ability to get exposure to a broad range of bank activities.
  • Get training and coaching to support your personal development plan

The team


We are a customer-obsessed group of people that have made it their mission to make the customer voice roar throughout the organization, driving CX innovation to support ING's growth ambitions.

As a CoE CX & Innovation, we are responsible for:

  • Driving the NPS and customer satifaction for our customers on Bank, Channel and Product level
  • Embedding the CX vision and criteria for success in close collaboration with the commercial teams and product / channel tribes and global.
  • Accelerating the strategy through out of the box thinking, validated learning, experimentation and gotomarket innovation.

What do we focus on?
***•We created a central CX intelligence that allows us to identify the top things to focus on from a customer's perspective.

  • With clear NPS and growth opportunities known, we send in our own CX & Innovation experts to boost these NPS drivers together with the business.
  • And last but not least, we have several initiatives to embed a CX culture in the processes and way of working across the organization.

How do we do this?


We're a team with a "can-do" attitude that's not afraid to think out of the box and learn by doing new things.


How does this role fit in?


This role is to oversee and drive the portfolio of NPS initiatives and their impact together with several other CX & Innovation Experts in the team.

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