Chapter Lead | Customer Experience Private Individuals @ING Bank

Job description

Mission The Retail Customer Experience (CX) team is part of the CX, Innovation & Design Center of Expertise (COE) for Retail customers. Our mission is to create innovative products & services and to deliver our promise to the customers: an experience that is easy, personal, instant & relevant . About the team: You will join a highly skilled team where stability, strong client selection , and a collaborative setup create a focused and supportive environment. The team operates in a fast ‑ paced , innovation ‑ driven space, with continuous exposure to new products, systems, and complex transactional activity, offering strong opportunities to take ownership and drive impactful initiatives. Your day to day: Define and evolve the local CX and NPS agenda for ING Romania, driving the NPS improvement roadmap across key journeys, channels, and products in line with business and Group priorities. Translate customer insights into clear priorities and improvement actions, ensuring ownership, prioritization, and impact tracking with business, digital, and operational teams. Own the Voice of the Customer ( VoC ) for PI customers across bank, channel, and product domains, with accountability for C...