Change Expert Iv

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 exceptional service and acti