CX & Innovation Expert Lead

CX & Innovation Expert Lead
 

Job level: GJA 18
Hiring Manager: Ozge Ozturk (ad-interim)
Future colleague: Ozge Ozturk

A day in the life of a CX & Innovation Expert lead

We have the ambition to be the most loved bank. To deliver on this ambition, we need to be obsessed about the value we offer and the experiences we deliver to our customers. We need to be obsessed about eliminating customer frictions and creating delight through impeccable service in key moments. And we need to be obsessed about offering unique and strong value propositions.

That’s where the Center of Expertise Customer Experience and Innovation comes in.

How? We make the voice of the customer roar across the organisation, steer a roadmap of initiatives fueled by customer and employee feedback, and launch company-wide programs to embed customer centricity into the way of working.

As a CX & Innovation Expert lead, you will own the objective “Provide Actionable Central CX Intelligence”.

As an Expert Lead – CX & Innovation, you will:

• Steer initiatives focused on building analytical capabilities and embedding data-driven decision-making across the organization on driving NPS Progress and becoming more customer obsessed.

• Run in-depth analysis, structural or ad-hoc reporting on CX intelligence across segments and domains (e.g. competitive benchmark, internal surveys, operational insights, quantitative and qualitative research) and customer databases using tools like PowerBI, Cognos, and Adobe.

• Drive novelties and core activities around A/B testing and experimentation to validate learning and improve customer engagement.

• Explore and implement AI and Gen-AI use cases to enhance personalization and efficiency in customer interactions and internal CX communication.

• Create target groups for outbound customer communication, including segmentation, channel selection, and offer optimization.

How to succeed

We look for a senior CX / Data Analytics practitioner or program manager:

• Proven track record in program or team leadership, including coaching data analysts, data scientists or product teams, and squads directly or indirectly.

• Experience with hands-on experience in data analysis.

• Strong skills in PowerBI, Cognos, Adobe, and familiarity with SQL or similar query languages.

• Ability to connect the dots across data sources and translate insights into clear recommendations.

• Extremely customer-focused, a natural coach and motivator

• Analytical Curious, constantly looking for an explanation, analysing sharply, concise and to the point.

• Curiosity for AI/Gen-AI applications and innovation in customer experience.

• Eager to advise and challenge the leaders as well as motivate the organisation

• Excellent communication skills in English, and Dutch and/or French.

• Holds a Masters Degree

As a CX & Innovation Expert Lead you will have the opportunity to:

• Take on challenging, strategic and visible projects to support and take the lead in

• Get access to courses and trainings within the analytical domain, working closely together with the Analytics Teams of the tribe Digital and Customer Interactions and Global Analytics communities.

• Get access to design thinking methodology and on the job application

• Have a strong variation in content and an ability to discover a broad range of bank activities

• Brainfood from the global ING 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 a CX improvement roadmap to support ING’s growth ambitions. 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.

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

• Accelerating the growth strategy by boosting our NPS performance

• A central intelligence of our NPS and CX performance across Bank, Channel and Product Level

• Setting the priorities and steering the NPS change roadmap across Bank, Channel and Product level

• Embedding customer obsession in the company in close collaboration with the commercial teams and product / channel tribes and global.

What do we focus on?

Creating actionable CX intelligence that allows us to identify, drive change and track progress for the top things to fix from a customer’s perspective, Steering a roadmap of initiatives across the organization, through governance, and through out of the box thinking, validated learning, experimentation and go-to-market innovation. Drive initiatives E2E to embed Customer Obsession in the way of working across the organization, and drive a truly customer obsessed culture.

How does this role fit in?

In this role, you become one of the leading CX change makers that takes ownership of one of our 3 key objectives.