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Cx Innovation Expert
il y a 4 semaines
CX & Innovation Expert
(GJA 17)
A day in the life of a CX & Innovation Expert
**As a CX & Innovation Expert, you will be focusing on**:
Leveraging CX data for insights on products and services that can help us move the needle from a customer’s perspective
Driving the re-design of key products, services and processes, to identify new opportunities, tackle customer pain points by guiding teams throughout the journey of validated learning and facilitating the execution of experiments / proof of concepts
Driving projects or programs to make ING more CX minded and future-proof together with the relevant tribes or segments
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 management
Eager to advise and challenge the leaders as well as motivate and encourage the organisation
Data-fluent or a strong interest to work in a data-driven manner
Excellent level of English, and Dutch and/or French
**As a CX & Innovation Expert you will have the opportunity to**:
Take on challenging, strategic and visible projects to support or take the lead in
Have a strong variation in content and an ability to discover a broad range of bank activities
Brainfood from the global CX & innovation ecosystem allowing you to work on your employability inside or outside ING
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 customer obsession and criteria for success in the company roadmap in close collaboration with the commercial teams and product / channel tribes and global.
Accelerating the growth strategy through out of the box thinking, validated learning, experimentation and go-to-market innovation.
What do we focus on?
Creating actionable CX intelligence that allows us to identify and drive change for the top things to fix from a customer’s perspective. Driving the change for the top things to fix through pressure cookers for ideation and validated learning together with the business. Drive initiatives E2E to embed Customer Obsession in the way of working across the organization, and drive a truly customer obsessed culture.
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?
In this role, you become on of the change makers that drives the NPS priorities forward, either by redesigning key processes or by taking the lead in projects or programs that change the way we operate.
Would you like to get to know the department better? Book a coffee with the hiring manager, a team member or the recruiter. In a second phase you could get to know the job content better via a My Job Your Job.
