Chapter Lead | Customer Experience Private Individuals @ING Bank

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 Voice of the Customer (VoC) for PI customers across bank, channel, and product domains, with accountability for CX measurements, KPIs, and reporting aligned to global standards.

• Use quantitative and qualitative data (NPS, CSAT, CES, complaints, feedback, analytics) to identify friction points and opportunities, track effectiveness, and support decision-making.

• Continuously improve the CX insights ecosystem through dashboard automation, data integration, simplified insight delivery, and adoption of CX tools.

• Monitor competitors to identify gaps and opportunities, leveraging ING's strengths to maintain the #1 NPS position; facilitate CX workshops and present insights to senior management.

• Support the redesign and optimization of key journeys, products, services, and processes; act as a core CX stakeholder in journey-mapping initiatives.

• Champion a customer-centric culture across ING Romania and represent the organization in the global CX community.

What you bring to the team

• 5+ years of leadership experience in Customer Experience, UX, Innovation, or cross-functional transformation, with proven impact on NPS, customer retention, and customer lifetime value.

• Strong data-driven decision-making skills, leveraging VoC, analytics, and insight platforms.

• Solid experience in change management and embedding new ways of working across complex, multi-stakeholder environments.

• Excellent communication and influencing skills, with the ability to engage senior leadership and align diverse stakeholders.

• Inspirational leadership style, combining clear storytelling, customer-centric thinking, curiosity, and a strong learning mindset.

• Structured and impact-driven execution style, with strong passion for customers and continuous improvement.

• Experience in event or workshop facilitation is a plus.

• Fluent in English.

• Experience in banking, financial services, or other regulated industries is preferred.

What we offer

• Impactful work in a fun and collaborative environment

• Open-concept offices designed for both team work and relaxation

• Corporate events and social gatherings

• Hybrid way of working with flexible working schedule and short week options

• Monthly budget on Benefit platform

• Extra annual leave days depending on the total length of working experience

• Growth opportunities through upskilling/ reskilling programs and a variety of learning and development platforms: ING Learning Centre, Udemy, Bookster, as well as through trainings and certifications

• Possibility to access Internal roles, International Short-Term Assignments or Long-Term Assignments

• Context to make an impact through Sustainability and Corporate Social Responsibility projects.

Job Application Safety Reminder

We're seeing an increase in fraudulent job offers. To protect yourself, please:

• Apply only via official ING platforms. ING uses Workday as its recruitment system.

• Verify the sender's email -- it should only come from @ing.com or @myworkday.com.

• Know that ING will never request payments or banking details during the recruitment process.

How to Apply

Click "Apply" on our careers site and submit your application through Workday. We're excited to meet you!

Discover ING Bank Romania

ING believes in a world where everyone has the right to grow and progress in their own way. We express this in our global tagline, "do your thing". Perhaps more than in any other large company, we extend our belief in the power of autonomy to our own people. But there's a catch. In return for great freedom, we expect people to do great things for our customers, our stakeholders, and ING at large.

To work here is to be surrounded by people who are energetic, ambitious, friendly and respectful: talented specialists who take the responsibility and autonomy to make great things happen. We stay curious, thrive on change, and seek new and better ways to make it happen. Active in Romania for more than 30 years, ING Bank pioneered and challenged the local banking industry. Technology and innovation are at the core of what we do, making our products relevant for our customers' lives and businesses.

ING Bank Romania is the only bank with an organic growth within the top 10 local banks by assets, without acquisitions of client portfolios or other banks. ING Bank Romania is an universal bank with more than 1.8 million customers from three business segments: individuals (retail), SME and Mid-Corporate companies and Wholesale Banking.

Join us!