At ING we are looking for a Head of Human Interactions (Business Banking Spain)
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:
As a Head of Human Interactions, you will:
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.
What are we looking for?
Want to know if this job is made for you? These are some of the qualities that we value the most for this role.
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.
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.
Check out what is waiting for you!
Balance That Works.
We put balance to work, so you can do it too. With our customers’ needs first, the team´s and your own, we agree when to come to ING MAD and when to work best from home. More time together when it matters, more freedom when you need it.
So that thinking about what to have for lunch doesn’t take up your time or your cravings.
Our house will be your home.
In our offices you can find electric mobility solutions, doctor, hairdresser, gym, The Good Service (to help you with your errands) and much more!
Health insurance.
For you and all your family (spouse/partner and children).
Life insurance.
We help you protect what matters most to you.
Flexible remuneration.
In addition, you will enjoy our adaptable remuneration model, through a more tax-advantaged way, you will be able to access other services such as nursery, transport card, training aids…
Free company shuttle.
It doesn't matter where you live. We have 6 routes (North, Central, South, A5, A42 and A6) to get you to our ING office in Madrid comfortably.
Special loans with more beneficial conditions.
Special mortgage conditions after 6 months working at the

📌 Head Of Human Interactions For Business Banking (Madrid)
🏢 ING España&Portugal
📍 Madrid