What you will lead & deliver Shape the CX & NPS strategy Define the NPS ambition and steer the roadmap across the Segments, Channel, and Products. Bring clarity, prioritization, and focus — ensuring the organization acts on what matters most for our customers Turn Customer & Employee feedback in change Translate Voice of the Customer data and insights into clear priorities that challenge the status quo. Identify systemic issues, unlock improvement opportunities, and track progress across the bank. Drive end-to-end experience design Support the re-design of key products, services and processes to remove friction and increase customer value Collaborate closely with product tribes, commercial and operational teams, as well as global CX experts to shape better journeys and propositions Embed customer obsession across the orga Lead programs that shift mindsets, ways of working and rituals towards customer centric behaviour Coach teams, influence senior stakeholders and ignite a CX culture that sticks Build capabilities through training, storytelling, knowledge sharing and strategic guidance Run explorations and deep‑dive analyses to surface patterns, pain points and Steer a roadmap of initiatives linked to boosting customer experience, hospitality, communication quality, and employee experience. This with a focus on boosting awareness, setting new CX standards, build up new skills and embed the required processes. Leverage CX data and mystery shopping for insights on products and services that can help us move the needle from a customer’s perspective Who you are You are a seasoned change maker with a passion for customers, transformation and impact. You bring: 5 year experience in customer experience, digital transformation, journey management or change. Proven track success in designing & delivering large-scale CX strategies that moves NPS, retention or customer value Strong data literacy — able to use insights, VoC, and analytics to guide decisions Experience navigating matrix, multi stakeholder environments and influencing at all levels of the organisation Extremely customer-focused, a natural coach and inspiring leadership style that energizes people and brings clarity Solid change management skills and the ability to embed new behaviors and ways of working A mindset that is at once curious, experimental, pragmatic, and execution-driven Good at problem solving and familiar with applying the principles of service design is a plus Fluency in English; Dutch and/or French are a strong plus What you’ll gain Make a lasting impact on the future of ING Belgium Have a strong variation in content and an ability to discover a broad range of bank activities (products, channels & service models) Work closely with a passionate, high‑performing team of CX innovators and data experts Be part of a global ING CX leadership community, sharing expertise and best practices Shape the customer experience strategy of one of Belgium’s leading financial institutions The team We are a customer-obsessed, high-energy, and impact-driven team with a simple mission: Make the customer voice roar across ING Belgium As a CoE CX & Innovation: We steer the NPS strategy across the bank, channel and products Embedding the CX vision and criteria for success in close collaboration with the commercial teams and product / channel tribes and global. Accelerating the strategy through out of the box thinking, validated learning, experimentation and go-to-market innovation. Ready to create impact? If you’re excited by the mix of data, research, customer behaviour, and business impact, we’d love to meet you.