About the job
The Customer Experience CoE Lead at ING is a pivotal job focused on enhancing customer-led thinking throughout the organization. This position is vital for shaping how ING listens to and acts on customer insights, ultimately driving meaningful experiences. The team thrives on collaboration and innovation, making it an exciting opportunity for those passionate about customer experience.
You'll be responsible for
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Driving and evolving CX strategy
Drive and evolve ING’s enterprise wide CX and NPS strategy, ensuring clear priorities and measurable uplift across key journeys.📣
Advancing Voice of the Customer
Own and advance the Voice of the Customer ecosystem — translating insights into clear, actionable direction for senior leaders and delivery teams.🛤️
Redesigning customer journeys
Steer and support the redesign of high impact customer journeys, embedding customer led design and friction removal at scale.Key criteria
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Customer experience leadership
Proven experience elevating customer experience in complex organisations.View
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Expertise in customer research
Deep knowledge of qualitative and quantitative research methodologies.View
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Influential communication skills
Ability to build trust and engage stakeholders effectively.View
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