Lead Change CX Expert at Bank Mendes Gans

2 weken geleden


Amsterdam, Noord-Holland, Nederland ING Voltijd

About the Role

As a Lead Change CX Expert at Bank Mendes Gans, you will be responsible for leading a team of Customer Journey Experts in developing, implementing, and maintaining BMG's product portfolio and services. You will work closely with the Head Change, CX & Agility and other Leads to deliver complex change initiatives globally, ensuring that changes achieve defined outcomes and contribute to desired value for BMG's customers.

Key Responsibilities

  • Lead a team of 5-10 Customer Journey Experts in designing, developing, and implementing improvements based on fact-based customer insights.
  • Manage the customer interactions strategy and delivery of complex change initiatives for BMG globally.
  • Drive the people agenda, spending 30-40% of your time on people management and development, including performance management, coaching, and feedback.
  • Ensure continuous improvement by providing on-the-job coaching and driving a feedback culture in teams.
  • Set standards for developing, innovating, and safeguarding craftsmanship/knowledge in the field of expertise.
  • Empower people and teams to act autonomously and hold them accountable for delivering results on BMG's common purpose.

About You

We are looking for a colleague with people management skills who gets energy from coaching and inspiring individuals and teams to continuously improve themselves. You have relevant experience in transaction banking, customer journey analytics, and heading teams in a Change and CX environment. You are analytically strong, have experience in structuring complex problems, and handling changes. You can adapt your approach and behavior within different cultures and situations.



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