Chapter Lead | Customer Experience Private Individuals @ing Bank
224
Bucharest, Romania
Hybrid
5+ years leadership experience in cx
Strong data-driven decision making skills
Experience with voc and analytics platforms
ING Bank Romania is seeking a Chapter Lead for Customer Experience to lead and develop a local CX team, focusing on improving customer experience outcomes through strategic initiatives. The role requires strong leadership, data-driven decision-making, and a customer-centric mindset to enhance the bank's NPS and overall service quality
Job Summary
The role involves leading a local Customer Experience team to ensure strategic alignment and high performance across the organization.
You will be responsible for defining and evolving the NPS agenda for ING Romania while translating customer insights into actionable improvements.
The company offers hybrid working options, flexible schedules, and access to extensive learning platforms like Udemy and Bookster.
Matching Summary
Match Score: 85
ING Bank Romania is seeking a Chapter Lead for Customer Experience to lead and develop a local CX team, focusing on improving customer experience outcomes through strategic initiatives. The role requires strong leadership, data-driven decision-making, and a customer-centric mindset to enhance the bank's NPS and overall service quality.
Skills & Requirements
Must-have
5+ years leadership experience in CX
Strong data-driven decision making skills
Experience with VoC and analytics platforms
Solid change management experience
Fluent English communication skills
Nice-to-have
Experience in banking or financial services
Event or workshop facilitation experience
Regulated industry background
Inspirational leadership style
Passion for continuous improvement
Key Requirements
5+ years of leadership experience
Fluent in English
Experience in banking or regulated industries preferred