Change Expert Private Banking Hospitality

Change Expert Private Banking Hospitality
GJA: 16

Role Overview
As an Change Expert Private Banking Hospitality, your primary mission is to design, develop, and lead a comprehensive learning platform dedicated to Private Banking excellence. This role focuses on fostering a culture of hospitality, quality, and continuous learning to ensure clients receive the highest standard of service. You will create programs that empower bankers and staff with the skills and knowledge needed to deliver exceptional client experiences.

Key Responsibilities

• Preserve Customer experience across all channels by defining target ambition, measurement and adherence
• Ensure to manage the people plan and subsequently positive effects on the OHI
• Be a change agent in the organization to ensure proper integration of changes brought
• Communication across the organisation and external on progress
• Analyse  customer interactions (NPS, CSAT, SLA) and create feedback loop for improvements

Requirements

• Proven experience in Private Banking or a related financial services environment.
• Strong background in learning and development, with expertise in creating training programs.
• Experience in people planning and human resources is a plus.
• Excellent communication and stakeholder management skills.
• Ability to foster a culture of hospitality and quality service.
• Analytical mindset with the ability to measure and improve program effectiveness
• Minimum 10 years of professional experience in a similar role.
• Fluency in English; additional languages (Dutch/French) are an asset.

What We Offer

• A central role in shaping the future of ING Private Banking's brand and client experience.

• A dynamic, informal environment with innovative colleagues.

• Hybrid working model and flexible benefits.

• Opportunities for personal development and career growth.

• Autonomy to organize your work while ensuring continuity and impact.

Ready to Lead the Conversation?
There's never been a more exciting time to join ING. We're transforming banking—focused on our clients, powered by technology, and driven by passionate people.