Customer Experience Expert

**Customer Experience Expert (M/F)**

In Marketing and Customer Interactions Center of Expertise within the Tribe Omnichannels and Customer Interactions Luxembourg we are looking for a talented customer experience expert able to build the customer experience approach across our organization. Our team aspires to offer the right product, service or experience to every customer and prospect at the right time via the right channel leveraging on available tools and ING guidelines. We do this by actively taking into account clients’ needs and expectations, developing a 360 marketing strategy and embedding data intelligence. We strive to deliver a differentiating experience to all customers. You will join an internationally diverse team of experts covering very different but complementary domains: data science and analytics, marketing, UI/UX and market intelligence.

**Your role & work environment**

We have the ambition to become the Best Mobile Led Bank in Luxembourg and with that we are determined to provide the best Customer Experience since this will be the critical successfactor.

With the Mobile adoption continuing to grow, we also see the amount of mobile interactions we have with our customers on a daily basis picking up. Turning this growing traffic into high customer engagement with personal, easy, and smart solutions is becoming the heart of our customer delivery strategy.

Next to that, we aim to provide our clients with new products and services that are scouted or built by our innovations teams. Products and services that either also support high customer engagement or create new revenues streams or cost reductions. And that to strengthen our image as data driven digital leader.

As a CX Expert you will translate our CX vision from ING group for ING Luxemoburg, set the criteria for success and build a true CX and Innovation culture within ING Luxembourg. You will centrally steer our efforts on CX in our digital
- and assisted channels andcontinuosly aim to meet the changing expectations of our customers.

**Your key responsibilities**

Your role as CX expert is to continously improve the customer experience across all channels and drive innovation to ensure we deliver on our strategic priorities for all segments, Retail, Private and Wholesale Banking.

You are responsible for:

- Driving the NPS for our customers on Bank Channel and Product level
- Embed the ING Group CX vision and criteria for success in close collaboration with the commercial teams and product / channel tribes in Luxembourg.
- Drive customer retention, reduce churn, and increase customer satisfaction by overseeing end-to-end customer journey’s including the feedback loop and taking into consideration complaints feedback.
- Take the lead on specific projects and programs to improve the customer experience and innovation
- Build the bridge between ING Group and ING Luxembourg

As a CX Expert your mission is to ensure a strong customer experience where it matters, through relevant solutions. To do this, you are expected to:

- Foster a culture and mindset where CX remains central in our daily operation, with a strong drive to improve the status quo.
- Develop as well as spread CX tools and capabilities that allow us to work in a human centered design way
- Set up a coaching of teams support throughout the journey of validated learning and facilitating the execution of experiments and Proof of Concepts
- Unblock strategic impediments, re-design key existing processes or create new solutions to make ING more CX minded, more future-proof and innovation-enabled
- Work together with specific business and/or technology to identify new opportunities as well as tackle (customer) pain points through customer driven iterations, experiments, and putting in place new solutions, business models or technology
- Leveraging on market research, successful innovations in other ING entities as well as third parties (startups, scale-ups, other), developing expertise in ING’s innovation focus areas and the underlying emerging technologies

**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**. In other words, you strive to bring fresh ideas to life and embrace challenges in a fast changing and complex environment. You are a naturally collaborative person who listens and invests in others to achieve common goals. You love to challenge the status quo and are eager to propose creative solutions to problems.

**We are looking for an enthusiastic colleague** **with a high level of maturity**. We are interested both in profiles that have prior experience in CX & Innovation activities, as well as people with project/program management or business consultant experience.

As a Customer Experience Expert / Consultant you will also need:

- Masters degree
- Experience in CX design (digital & Human) and/or Innovation practices, w