Jill Van De Keer

Experience

• 

  BNY Mellon

  Nov 2008 - May 2012

  Team Leader EMEA Settlements
• 

  ING Belgium

  May 2012 - now

  My mission is to build and shape the new core employee platform for all of our customerfacing employees at ING Belgium.I achieve this by following a userdriven approach, setting the right priorities, keeping my stakeholders close and having a constant efficient followup on IT delivery."We are passionate about our employees, so they can delight our customers" Our purpose: make everyone on all levels of the company #customercrazy in mindset, behavior and impact, as a common thread in everything we (have to) do (anyways). As a cross-department and cross-country initiative we focussed on: beliefs and behavior, enablers and capabilities, metrics and deliverables and leadership. We put CX on the map of ING and paved the way for the creation of a CX Center of Expertise. In this role I was at the start of, and helped shape, the first steps in the digitalisation journey of ING. I led the squad that brought the first digital journeys to our ING app (replacing a defect card, changing your limit, using your card abroad... ), all delivered at a rapid pace by setting the standard for agile delivery in our organisation.

  • Product Lead Chat(bot)/Call(bot)/Videobanking and Messaging

    Apr 2025 - now

  • Product Lead Employee Plaftorm

    Jan 2023 - now

  • Central Product Owner Employee Platform

    Apr 2022 - Jan 2023

  • Sr. Customer Experience Expert in the CX Hub

    May 2020 - Apr 2022

  • Product Owner Cards

    Jan 2018 - May 2020

  • Process Engineer Accounts, Savings and Cards

    Jun 2016 - Jan 2018

  • Team Leader Accounts&Savings Services

    May 2012 - May 2016