Chapter Lead | Customer Experience Private Individuals @ING Bank

Job description

Mission As Chapter Lead, you will be responsible for leading, developing, and inspiring a local CX team , ensuring strategic alignment, high performance, and consistent delivery of customer experience outcomes across the organization. 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: Lead and develop the local Customer Experience team , providing direction, coaching, feedback, and performance management to ensure high engagement and professional growth. 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 Voi...