At ING we are looking for a CoE Lead of Customer Obsession & Innovation.
Your role and work environment: As the CoE Lead of Customer Obsession & Innovation, you are an agent of change in the lead of a multidisciplinary team of change-makers that help ING and all teams anticipate and adapt to changes requested by the clients, the market, and the business.
You will have the opportunity to become a true leader, leveraging bank strategy while inspiring others.
With a collaborative team setting, we expect you to be able to work at full bank level.
With an expected proven analytical, quantitative, and conceptual thinking and communication skills, you will ensure the successful completion of the projects and team performance.
You have a systemic understanding of the bank and the competitive and technological context: you understand the organizational culture and daily challenges of different profiles within the bank.
You master the capacity to conceptualize, frame, and design clear frameworks, ideas, insights, products, and services to make them tangible for the clients ensuring INGs differentiation in the market.
You will be leading the Customer Experience & UX CoE and will report to the Head of New Business.
Your key responsibilities: Responsible for the (business) vision, building and guiding a team of multiple employees, setting priorities, and making decisions on the roadmap within the budget assigned to deliver innovation activities which are critical to business success.You empower & inspire the tribes to look beyond and put ING in a better place for the future, differentiating from others with an out of the box mindset.You enjoy developing team capabilities to implement changes and stay ahead.You communicate effectively.You have already gained great collaboration and interpersonal skills at senior level and with head office and external parties.You master the (qualitative and quantitatively) assessment, initiation, and coordination of bank wide projects.You will be in the lead of the Customer centric strategy to the organization.You know the customers and the products customers want, you drive customer research, experiments, and analytics.You bring together all experts on user research, user-centric product development with innovation methodologies and UX/UI.Ensuring INGs product meets customer demands and needs by co-creating the value propositions through a research strategy, validating problem solving with truly disruptive features that make the difference in the market and surprise customers.As Customer Obsession & Innovation CoE Lead you:
Lead the change within the bank.Empathize with different profiles, disciplines, within the CO&I team and in the rest of the bank.Generate impact in HO, providers and at ING.Have full responsibility for the Customer Experience.
You create the mindset and provide support to the tribes.Obsessively listen to customer feedback and turn it into tangible actions to be deployed by the tribes.
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