Mission
As Chapter Lead, you willbe responsible forleading, developing, and inspiring a local CXteam, 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 clientselection, and a collaborative setup create a focused and supportive environment. The teamoperatesin afast‑paced,innovation‑drivenspace, 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 Experienceteam, 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) toidentifyfriction 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 toidentifygaps and opportunities,leveragingING’s strengths tomaintainthe #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, leveragingVoC, 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 andaligndiverse stakeholders.
Inspirational leadership style, combining clear storytelling, customer‑centric thinking, curiosity, and a strong learning mindset.
Structured and impact‑driven execution style, withstrongpassion for customers and continuous improvement.
Experience ineventor workshop facilitation is a plus.
Fluent in English
Experience in banking, financial services, or other regulated industries is preferred.
Whatwe offer
Impactful work in a fun and collaborative environment
Open-concept offices designed for bothteam workand 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 throughtrainingsand certifications
Possibilityto accessInternal 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
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Apply only via official ING platforms. ING uses Workday as its recruitment system.
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Know that ING will never request payments or banking details during the recruitment process.
How to Apply
Click “Apply”on our careers site andsubmityour application through Workday.We’reexcited tomeetyou!
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 morethan in any other large company, we extend our belief in the power of autonomy to our own people. Butthere’sa catch. In return for great freedom, we expect people to dogreat thingsfor our customers, our stakeholders, and ING at large.
To work here is to be surrounded by people who are energetic, ambitious,friendlyand respectful: talented specialists who takethe responsibilityand autonomy to makegreat thingshappen. We stay curious, thrive on change, andseeknew 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 isanuniversal bank with more than1.8 million customersfrom three business segments: individuals (retail), SME and Mid-Corporate companies and Wholesale Banking.
Join us!
ING is a pioneer in digital banking and on the forefront as one of the most innovative banks in the world. As ING, we have a clear purpose that represents our conviction of people’s potential. We don’t judge, coach, or tell people how to live their lives. However big or small, modest or grand, we empower people and businesses to realise their vision for a better future. We made the promise to make banking frictionless, removing barriers to progress, and make people confident in their financial decisions. As a global bank we have a huge opportunity – and responsibility – to make an impact for the better. We can play a role by financing change, sharing knowledge, and innovating. Being sustainable is in all the choices we make—as a lender, as a partner and through the services we offer our customers
