Vista previa generada por IA
Dirige la estrategia de interacción humana en ING Business Banking España.
Rol senior que combina experiencia humana y digital para incrementar la confianza y el valor del cliente.
Your role and work environment:
We are looking for a senior and inspiring Head of Human Interactions to join our Business Banking team. The mission of this role is to build trust, acquisition and long‑term customer value through assisted sales, relationship management and customer service channels. You will play a pivotal role in defining how Business Banking customers engage with ING through human interactions, ensuring a seamless, high‑quality experience across the full customer lifecycle. The Head of Human Interactions will be instrumental in defining, designing, implementing and scaling our human interaction model, combining the best of human expertise and digital capabilities. You will help shape how customers receive guidance, support and relationship management, ensuring that every interaction builds trust, drives customer value and contributes to business growth. You will work in a highly collaborative environment alongside Digital Sales, Customer Experience, Product, Operations, Marketing and other business stakeholders to create consistent and effective customer journeys that seamlessly connect human and digital touchpoints.
Your key responsibilities:
Define and execute the Business Banking assisted sales and relationship management strategy. Lead human‑led customer acquisition, development and retention initiatives across assisted channels. Design and evolve customer engagement models that build trust, strengthen relationships and create long‑term customer value. Coordinate digital and human customer journeys in partnership with Digital Sales, ensuring a seamless customer experience across channels. Drive interaction quality, customer satisfaction, trust and commercial effectiveness across all human touchpoints. Develop and scale future human‑led channels and customer‑facing capabilities in line with Business Banking growth ambitions. Lead, coach and develop customer‑facing teams, fostering a culture of accountability, service excellence and continuous improvement. Leverage ING‑wide customer‑facing capabilities, best practices and expertise to accelerate performance and customer outcomes. Use customer feedback, operational insights and performance data to continuously improve service models and customer experiences. Ensure human interactions contribute to customer growth, engagement, trust and long‑term business performance.
Professional experience
Mandatory experience in Business Banking, including direct exposure to self‑employed professionals and SME customer segments. Strong knowledge of the Spanish Business Banking market and customer needs is highly valued. Proven experience leading frontline commercial, service or relationship management teams. Experience designing, implementing or transforming customer interaction models. Experience integrating digital and human customer journeys. Strong understanding of customer lifecycle management, relationship management and customer service excellence. Experience operating within complex stakeholder environments and regulated industries.
Technical skills
Strong commercial acumen and customer‑centric mindset. Deep understanding of assisted sales, relationship management and human‑led customer engagement models. Ability to translate customer needs into scalable service and operating models. Strong analytical capabilities and ability to leverage customer and performance insights. Experience defining performance frameworks, service standards and operational processes. Strong understanding of customer experience and customer journey principles.
Leadership & personal competencies
Customer obsessed, with a genuine passion for understanding customer needs and behaviours. Strong people leader with a proven ability to build, coach and develop high‑performing teams. Collaborative leadership style with the ability to work effectively across functions. Strong commercial mindset and ability to balance customer value with business performance. Excellent stakeholder management and influencing skills. Results‑oriented and accountable, with a strong focus on delivery. Strong communication skills and ability to inspire change.
Education
Bachelor's degree required. Postgraduate qualifications or specialised training in Business, Management, Sales, Customer Experience, Contact Centers or related fields are valued.
Languages
Spanish and English proficiency required.
What will make you stand out?
Deep expertise in the Spanish SME and self‑employed segments. Experience building or scaling assisted sales, relationship management or customer service capabilities. Experience leading contact centre, remote relationship management or customer‑facing operations. Experience in customer experience transformation or customer journey redesign. Experience implementing hybrid digital‑human service or sales models. Proven success improving customer satisfaction, trust and commercial performance. Experience working in fast‑growing or transformational environments.
What do we offer?
The time you spend at work, the challenges you face or the lessons you get are very important, but… What about your personal life? At ING we want your work to fulfill you in every way, and that is why we take care of even the smallest details. ... (full benefits listing omitted for brevity in this example)
Job Application Safety Reminder
We’re seeing an increase in fraudulent job offers. To protect yourself, please follow these key guidelines when applying for roles at ING: Apply only via official ING platforms: ING uses Workday and LinkedIn as its internal recruitment system. Applications should be submitted only via our official career site or via ING job postings on LinkedIn. Check the sender’s email carefully: Legitimate communication will always come from @ing.com and/or @myworkday.com. No payments or banking details will ever be requested: If someone asks for this information, it’s a scam.
En ING estamos buscando un/a Head of Human Interactions (Business Banking Spain)
Tu rol y entorno de trabajo: Buscamos una persona senior e inspiradora para el puesto de Head of Human Interactions que se incorpore a nuestro equipo de Business Banking. Tú la misión... (full Spanish translation of the English section omitted for brevity)
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Recordatorio de seguridad en el proceso de candidatura
Estamos detectando un aumento de ofertas laborales fraudulentas. Para protegerte, sigue estas recomendaciones clave al aplicar a roles en ING: Aplica solo a través de plataformas oficiales de ING: utilizamos Workday y LinkedIn como sistemas de reclutamiento. Las candidaturas deben enviarse únicamente a través de nuestra web oficial de empleo o publicaciones en LinkedIn. Revisa cuidadosamente el email del remitente: las comunicaciones legítimas siempre provendrán de @ing.com y/o @myworkday.com. Nunca se solicitarán pagos ni datos bancarios: si alguien solicita esta información, se trata de un fraude.