Change Expert Iv
il y a 1 mois
Change Expert IV - 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.
Your key objective is to ensure that CLTs consistently deliver the best service to customers in alignment with our strategy (easy, digital, excellent). You actively contribute to optimal customer satisfaction and take initiatives to improve and secure it. Using your broad domain expertise, you coach your colleagues and participate in strategy development within your Super Circle.
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.
- 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.
- 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.
- You proactively propose initiatives to drive improvements and changes in the short and medium term.
- 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.
- Contribute to Strategy Development and Execution: Leverage your extensive product, market, and process knowledge to actively participate in the development and implementation of the Super Circles strategy. Represent your domain in strategy-related meetings and ensure effective execution within the domain.
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 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 think strategically, contributing to the development of strategies and translating them into actionable plans.
- You prioritize the customer, ensuring ex
-
Change Expert
Il y a 9 mois
Gent, Belgique Prosource Temps pleinThe change expert develops a change action plan that achieves awareness, behavior change, and mindset alignment in line with the objectives set within the framework of company transformations. He/she is willing to collaborate with all stakeholders, even if they are external employees, who belong to a different company than his/hers. The change expert...
-
Change Expert Ii
Il y a 2 mois
Gent, Belgique ING Temps pleinChange Expert II - COO - Client Services Retail - Employee Experience & Strategy Center - Hospitality Center Type d’emploi: Employé/CDI Horaire: Plein temps Classe de function: 15 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...
-
Change Management Consultant
Il y a 2 mois
Gent, Belgique Mobius Temps pleinChange Management Consultant - We are looking for a change management consultant who wants to provide organisations with opportunities to grow, learn, and innovate.**Praktische informatie**: Fulltime Ghent/Brussels (hybrid) **Over ons**: Bij **Möbius** zien we verandering niet als een last, maar als een kans om te groeien, te leren en te innoveren. Ons...
-
Car-t Operations Expert
Il y a 7 mois
Gent, Belgique MindCapture Temps pleinCAR-T OPERATIONS EXPERT - Biotech- GhentABOUT THE COMPANY Join a global biotechnology company committed to treating and ultimately curing life-threatening diseases. They are at the forefront of developing advanced cell therapies utilizing diverse technology platforms. These include autologous and allogeneic chimeric antigen receptor T-cell, T-cell receptor,...
-
It-business Solutions Expert
il y a 2 semaines
Gent, Belgique Vlerick Business School Temps plein**IT-BUSINESS SOLUTIONS EXPERT** Vlerick Business School is a triple-accredited, top-ranked international business school at the **heart of Europe** - with a solid scientific foundation that provides the backbone for knowledge with **lasting impact**. We strive to make coming to Vlerick feel like a transformative experience that ignites the entrepreneurial...
-
Solutions Expert
il y a 5 jours
Gent, Belgique NGDATA Temps plein**SOLUTION EXPERT** **RESPONSIBILITIES** - You will act as the platform reference person towards our customers and your colleagues - o Help our customers and our teams to design suitable solutions to their most complex requirements- o Define solution approaches for complex projects like platform upgrades and migrations- o Guide and support our...
-
Be QA Process Expert
il y a 5 jours
Gent, Belgique Legend Biotech Temps plein**Company Information** Legend Biotech entered into a global collaboration agreement with Janssen, one of the pharmaceutical companies of Johnson & Johnson, to jointly develop and commercialize ciltacabtagene autolecuel (cilta-cel). Our strategic partnership is designed to combine the strengths and expertise of both companies to advance the promise of an...
-
Customer Success Expert
il y a 2 semaines
Gent, Belgique Recruit4Work S.L. Temps pleinYou are a real problem-solver who likes to help other people. You can reason abstractly in such a way that you can translate a technical change in an understandable and easy manner to your client. Thanks to your organizational skills and creativity, you always know how and where to find the answer. You are communicative and outgoing, eager to share your...
-
Internal Control Expert
il y a 1 semaine
Gent, Belgique Volvo Cars Temps pleinAt **Volvo Cars**, we are making bold digital visions come true. We aim to be **the leader in the automotive world** by creating a digital ecosystem built around making our customers' lives less complicated. Now we are looking for curious, creative person who wants to be part of the journey through innovative thinking. For our global team, Business Control &...
-
Managed Services Expert
il y a 2 semaines
Gent, Belgique Codit Temps pleinDo you want to join the biggest Microsoft Managed Services Center in Europe? Would you like to support and implement integration solutions for international leading brands? Are you familiar with Microsoft Technologies in an operational role, and eager to solve problems? Then come along for the ride! **About the Job** Once a project has been delivered, our...
-
Managed Services Expert
il y a 2 semaines
Gent, Belgique Codit Temps pleinDo you want to join the biggest Microsoft Managed Services Center in Europe? Would you like to support and implement integration solutions for international leading brands? Are you familiar with Microsoft Technologies in an operational role, and eager to solve problems? Then come along for the ride! * About the Job* Once a project has been delivered, our...
-
Car-t Training Expert
Il y a 3 mois
Gent, Belgique Legend Biotech EU Temps plein**Company Information** Legend Biotech is a global biotechnology company dedicated to treating, and one day curing, life-threatening diseases. Headquartered in Somerset, New Jersey, we are developing advanced cell therapies across a diverse array of technology platforms, including autologous and allogenic chimeric antigen receptor T-cell and natural killer...
-
Customer Success Expert
il y a 6 jours
Gent, Belgique Recruit4Work S.L. Temps pleinAre you looking for a challenging job, where you can guide local artisans into the digital 21st century? Are you a problem-solving person with a hands-on mentality who wants to grow together with us? Then you are the person we are looking for! You are a real problem-solver who likes to help other people. You can reason abstractly in such a way that you can...
-
Dutch + Spanish Customer Success Expert
il y a 2 semaines
Gent, Belgique Recruit4Work S.L. Temps pleinAre you looking for a challenging job, where you can guide local artisans into the digital 21st century? Are you a problem-solving person with a hands-on mentality who wants to grow together with us? Then you are the person we are looking for! You are a real problem-solver who likes to help other people. You can reason abstractly in such a way that you can...
-
Customer Success Expert
Il y a 7 mois
Gent, Belgique BAKERONLINE Temps pleinAre you looking for a challenging job, where you can guide local artisans into the digital 21st century? Are you a problem-solving person with a hands-on mentality who wants to grow together with us? Then you are the person we are looking for! **Location**: Adolf Baeyensstraat 53, 9040 Gent (Belgium) **About you**: You are a real problem-solver who likes...
-
Dutch + Spanish Customer Success Expert
il y a 2 semaines
Gent, Belgique Recruit 4 work Temps plein**Are you looking for a challenging job, where you can guide local artisans into the digital 21st century? Are you a problem-solving person with a hands-on mentality who wants to grow together with us? Then you are the person we are looking for!** You are a real problem-solver who likes to help other people. You can reason abstractly in such a way that you...
-
Dutch + French Customer Success Expert
il y a 2 semaines
Gent, Belgique Recruit 4 work Temps plein**Are you looking for a challenging job, where you can guide local artisans into the digital 21st century? Are you a problem-solving person with a hands-on mentality who wants to grow together with us? Then you are the person we are looking for!** You are a real problem-solver who likes to help other people. You can reason abstractly in such a way that you...
-
Trade Compliance Expert
il y a 2 semaines
Gent, Belgique Gates Corporation Temps pleinAre you inspired by challenging the status quo? Do you thrive in collaborative environments that drive results? If so, Gates could be for you. Let's simplify it? think belts and hoses. Found in motorcycles, conveyor belts, cars, tractors, blenders, vacuum cleaners, bicycles, & 3D printers just to name a few. Because why not do it all? **WHAT TO...
-
Managed Services Expert
il y a 1 semaine
Gent, Belgique Codit Temps plein**About the Job** Once a project has been delivered, our international Managed Services Team supports Microsoft integration and cloud solutions for our high-caliber clients. Your varied responsibilities as a Managed Services expert include: - Supporting the clients by solving their technical issues (2nd line). - Setting-up of alerting & rule...
-
Digitalization & Innovation Expert
Il y a 7 mois
Gent, Belgique ArcelorMittal Temps pleinArcelorMittal is the world's leading steel and mining company, with a presence in 60 countries and primary steelmaking facilities in 17 countries. In 2020, ArcelorMittal had revenues of $53.3 billion and crude steel production of 71.5 million metric tonnes, while iron ore production reached 58.0 million metric tonnes. Our goal is to help build a better world...
