Coe Lead Of Customer Obsession & Innovation - [N-780]

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 on 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 quantitively) 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 need 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.Lead to deliver innovation agenda which is key for the business success now & beyond.Provide UX and service design capabilities that deliver identical experience across channels/market.Ensure consistent customer strategy across Tribes, you recommend a course of action, you decide and recommend which messages should take priority for which customers.Develop the customer research craftmanship in the dimensions: market research, customer research, innovation research.Explore new customer behavior trends and provide insights to the tribes to enrich the product & service offer and the customer experience.What are we looking for? A pioneer of the agile culture displaying the following behaviors:
Ability to display style flexibility to teams and adapt plan, approach and behavior to the different needs and situations.Strong organizational sensitivity: ability to understand and take into account the underlying issues, opportunities and dynamics of an organization.Ability to take responsibility, steer strategy and realizations based on facts and data; managerial courage to question and make decisions.Focus on delivery through collaboration, ability to bring people together to work towards the same purpose.Ability to empower teams to act autonomously, think out of the box and hold them accountable.Ability to simplify complexity and drive operational excellence.Ability to support yourself and other team members in development.Strong resilience: ability to navigate through ambiguity.Ability to have impact through inspiring and energetic leadership that leads teams through change.Be a collaborative team player with positive attitude, high ethical standards and experienced in international work.Proven track record and technical skills: University degree.5–10 years' professional experience at management level, experience/affinity with the Customer Experience & UX area is a plus.Tribe Lead or CoE Lead experience in ING or previous experience in a cross-border management position.Having worked with cross-functional teams involving technology and digital teams.Being familiar with all areas of Customer Experience & UX activities: Voice Of Customer, User Experience (UX), User Interface (UI), UX Research, Communication skills (tone of voice and marketing one-to-one topics).Extremely customer-focused, continuously in touch with the network, to stay informed of market and industry developments.Having actively managed multiple client and stakeholder relationships and networking within the client organization to understand their needs and help influence the client agenda.Practical and theoretical knowledge of current problems and challenges within Customer Experience & UX domain.Understanding of inter-relationships & dependencies of all channels in a digital first strategy.Expertise in driving and steering multidisciplinary teams.Ability to work on an international level.Experience in leading, driving and steering multidisciplinary teams.Proven experience in strategic projects with high impact.Strong command of written and spoken English.Get to know Us: We are a team of more than 1600 people sharing one idea: doing our bit in helping our clients create a better future for themselves, by providing them with the tools they need to get where they want to go.
A fully online bank where technology, innovation, simplicity and transparency are the main ingredients, and the first one to work with agile methodologies.
And although we are based in Spain, we are lucky to work in an international bank with presence in more than 40 countries.
We are proud to have a diverse team and we are committed to continue developing a culture of Diversity, Inclusion and Belonging to foster a culture of collaboration and innovation that represents all collectives in the society.
And even though we look orange on the outside, we are green on the inside. Our ambition in Sustainability is Empowering (y)our Sustainability journey. We are embarking on our path, for us, but we are also there for when our clients decide to embark on this journey.
Making things happen, helping others be successful, always being one step ahead—that's our DNA. If you look at yourself in the mirror and your reflection matches our way of being and working…we are looking forward to meeting you!

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