Change Expert II – COO - Client Services Retail – Employee Experience & Strategy Center – Hospitality Center

Change Expert II – COO - Client Services Retail – Employee Experience & Strategy Center – Hospitality Center

Type d’emploi: Employé/CDI

Horaire: Plein temps

Classe de function: 15

Your role and work environment

At ING, customer satisfaction is more than a goal—it’s the core of our strategy. In today’s digital world, our customers are increasingly self-reliant, but every interaction—whether human or technology-driven—remains a critical touchpoint. That’s where Client Services and specifically the Hospitality Center come into play.

The Hospitality Center is the heart of ING’s customer-centric culture, dedicated to ensuring that each interaction exceeds customer expectations and reflects the ING Touch. This team within Client Services is tasked with supporting our Customer Loyalty Teams (CLTs), empowering them to deliver excellent, seamless customer experiences across every channel—whether written, verbal, or through AI-driven technology.

This role requires orange mindset, ownership, engagement, flexibility, commitment, innovation, and team spirit to maintain a high level of service. A passion for quality, an agile mindset, and the ability to leverage data-driven insights to guide improvements will be essential.

Do you like to delight customers? Do you believe hospitality to engage with customers and colleagues makes the difference? Do you want to commit to give a better experience for our customers? Join the team!

Your key responsibilities

As a Hospitality Expert within Client Services, you will play a critical support role, ensuring that all customer interactions—across every platform—adhere to the highest standards of quality, while helping our teams continuously improve through data, training, and feedback.

You will

• Support & Promote ING Touch throughout the entire organization, ensuring that its principles are embedded in every interaction and that other teams adopt this customer-centric approach in all communications and processes.

• Be close to the customers & employee insights to ensure high standards of quality in all interactions, whether written, spoken, or through AI bots, and ensure the ING Touch is present across all channels.

• Craft & refine client-facing communication (templates, bots, scripts) to ensure clear & correct content, and reflecting ING’s signature customer service – the ING Touch.

• Provide Flexible Support to CLTs: as part of the support backbone for the Employee Experience for the Customer Loyalty Teams, you help to build their FutureSmarts Skills. You offer training, coaching, instructions, and guidance based on the latest data and customer feedback, ensuring teams can pivot quickly in response to changing needs.

• Ensure everyone have enough material and follow up to achieve our License to Operate obligations.

• Drive Continuous Improvement: use a structured coaching approach and leverage both qualitative feedback and quantitative data to identify opportunities for improvement, ensuring a continuously evolving and improving customer experience.

• Stakeholder management: you ensure that your efforts meet the needs and requirements of internal stakeholders.

As Change Expert you will report to the Expert Lead Hospitality Centre

We look for

A colleague with a talent for taking it on and making it happen, enthusiasm for helping others to be successful and a knack for always being a step ahead. We are looking for a driven and engaged individual who thrives in a support role, has exceptional communication skills, and is passionate about maintaining high standards of customer interaction across all channels.

• You should be flexible, data-driven, solution oriented and proactive in your approach, always looking for ways to improve the customer experience.
• You excel at both written and verbal positive communication and understand how to adapt your tone and style depending on the platform—whether it’s an AI bot, an email, or a phone call.
• You are comfortable using data and performance metrics to make informed decisions and guide the team toward continuous improvement.
• You thrive in a dynamic environment and can adapt quickly to shifting priorities and changes in business demands, including working flexible hours or site (Gent, Louvain-la-Neuve & Brussels)
• You are resilient.
• You can build partnerships and work collaboratively with others to meet shared objectives.
• You are detail-oriented and committed to ensure the highest quality in your work.
• You give it all, demonstrate commitment and dedication to delivering work of the highest quality.

As a quality expert, you will also need :

• A master’s degree or equivalent in experience
• 5+ years’ experience in retail banking
• Experience in training, coaching and/or project management is a must
• Understanding of business planning and regulatory issues
• Comprehension of ING’s branding guidelines
• Oral and written skills in EN, FR, NL

We offer you

A clear purpose, a unique offer and a range of flexible compensation and benefits

• Personal growth & challenging work with endless opportunities to realize your ambitions.
• An informal, dynamic environment with innovative colleagues supporting your endeavors.
• A progressive and agile way of working, where new ideas are valued ahead of convention.

We redefine banking. What about you?

There has never been a more interesting time to work at ING. We’re on a journey that’s centered around our customers, powered by technology, and driven by smart, determined people. Be part of a team that’s central to our strategy. Our customers feel our people are empowering them to stay a step ahead in life and in business. We’re proud of that!