ppbAt ING we are looking for a Head of Human Interactions (Business Banking Spain) /b /p h3Your role and work environment: /h3 pWe are looking for a senior and inspiring Head of Human Interactions to join our Business Banking team. /p pThe 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. /p pThe 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. /p pYou 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. /p h3Your key responsibilities: /h3 pAs a Head of Human Interactions, you will: /p ul liDefine and execute the Business Banking assisted sales and relationship management strategy. /li liLead human-led customer acquisition, development and retention initiatives across assisted channels. /li liDesign and evolve customer engagement models that build trust, strengthen relationships and create long-term customer value. /li liCoordinate digital and human customer journeys in partnership with Digital Sales, ensuring a seamless customer experience across channels. /li liDrive interaction quality, customer satisfaction, trust and commercial effectiveness across all human touchpoints. /li liDevelop and scale future human-led channels and customer-facing capabilities in line with Business Banking growth ambitions. /li liLead, coach and develop customer-facing teams, fostering a culture of accountability, service excellence and continuous improvement. /li liLeverage ING-wide customer-facing capabilities, best practices and expertise to accelerate performance and customer outcomes. /li liUse customer feedback, operational insights and performance data to continuously improve service models and customer experiences. /li liEnsure human interactions contribute to customer growth, engagement, trust and long-term business performance. /li /ul h3What are we looking for? /h3 pWant to know if this job is made for you? These are some of the qualities that we value the most for this role. /p h3Professional experience /h3 ul liMandatory experience in Business Banking, including direct exposure to self-employed professionals and SME customer segments. /li liStrong knowledge of the Spanish Business Banking market and customer needs is highly valued. /li liProven experience leading frontline commercial, service or relationship management teams. /li liExperience designing, implementing or transforming customer interaction models. /li liExperience integrating digital and human customer journeys. /li liStrong understanding of customer lifecycle management,



relationship management and customer service excellence. /li liExperience operating within complex stakeholder environments and regulated industries. /li /ul h3Technical skills /h3 ul liStrong commercial acumen and customer-centric mindset. /li liDeep understanding of assisted sales, relationship management and human-led customer engagement models. /li liAbility to translate customer needs into scalable service and operating models. /li liStrong analytical capabilities and ability to leverage customer and performance insights. /li liExperience defining performance frameworks, service standards and operational processes. /li liStrong understanding of customer experience and customer journey principles. /li liCustomer obsessed, with a genuine passion for understanding customer needs and behaviours. /li liStrong people leader with a proven ability to build, coach and develop high-performing teams. /li liCollaborative leadership style with the ability to work effectively across functions. /li liStrong commercial mindset and ability to balance customer value with business performance. /li liExcellent stakeholder management and influencing skills. /li liResults-oriented and accountable, with a strong focus on delivery. /li liStrong communication skills and ability to inspire change. /li /ul h3Education /h3 pBachelor's degree required. /p pPostgraduate qualifications or specialised training in Business, Management, Sales, Customer Experience, Contact Centers or related fields are valued. /p h3Languages /h3 pSpanish and English proficiency required. /p h3What will make you stand out? /h3 ul liDeep expertise in the Spanish SME and self-employed segments. /li liExperience building or scaling assisted sales, relationship management or customer service capabilities. /li liExperience leading contact centre, remote relationship management or customer-facing operations. /li liExperience in customer experience transformation or customer journey redesign. /liliExperience implementing hybrid digital-human service or sales models. /li liProven success improving customer satisfaction, trust and commercial performance. /li liExperience working in fast-growing or transformational environments. /li /ul h3What do we offer? /h3 pThe 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. /p pCheck out what is waiting for you! /p h3Balance That Works. /h3 pWe 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. /p pSo that thinking about what to have for lunch doesn’t take up your time or your cravings. /p h3Our house will be your home. /h3 pIn our offices you can find electric mobility solutions, doctor, hairdresser,



gym, The Good Service (to help you with your errands) and much more! /p h3Health insurance. /h3 pFor you and all your family (spouse/partner and children). /p h3Life insurance. /h3 pWe help you protect what matters most to you. /p h3Flexible remuneration. /h3 pIn addition, you will enjoy our versátil remuneration model, through a more tax-advantaged way, you will be able to access other services such as nursery, transport card, training aids… /p h3Free company shuttle. /h3 pIt 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. /p pSpecial loans with more beneficial conditions. /p pSpecial mortgage conditions after 6 months working at the bank. /p pAnd you can benefit from our pension plan after 1 month with us! /p h3More vitality and more belonging /h3 p360º care of the employee (physical, mental, social connection purpose). /p pPhysiotherapy service on site. /p pClinics with professional, world-class athletes. /p pGympass service. /p pEmployee Networks: Rainbow Lions (LGBTQI+), Leonas RIÑG. /p pInternational Remote work program. /p h3Get to know Us /h3 pWe are a team of more than 1800 people sharing one idea: bdoing our bit in helping our clients create a better future for themselves /b, by providing them with the tools they need to get where they want to go. /p pA bfully online bank /b where technology, innovation, simplicity and transparency are the main ingredients, and the first one to work with bagile methodologies /b. /p pAnd although we are based in Spain, we bare lucky to work in an international bank with presence in more than 40 countries. /b /p pWe are proud to have a diverse team, and we are committed to continue developing a culture of bDiversity, Inclusion and Belonging /bto foster a culture of bcollaboration and innovation /b that represents all collectives in the society. /p pAnd even though we look orange on the outside, bwe are green on the inside /b. Our ambition in Sustainability is bEmpowering (y)our Sustainability journey /b. We are embarking on our path, for us, but we are also there for when our clients decide to embark on this journey. /p pbMaking things happen, helping others be successful, always being one step ahead—that’s our DNA. /b If you look at yourself in the mirror and your reflection matches our way of being and working…we are looking forward to meeting you! /p pAt ING, you belong just as you are. We hire and support people for their talent and potential — and we know that when you can be yourself, you do your best work. /p h3Job Application Safety Reminder /h3 pWe’re seeing an increase in fraudulent job offers. To protect yourself, please follow these key guidelines when applying for roles at ING: /p ul libApply only via official ING platforms: /b ING uses bWorkday /b and bLinkedIn /b as its internal recruitment system. Applications should be submitted bonly via our official career site or via ING job postings on LinkedIn /b. /li libCheck the sender’s email carefully: /b Legitimate communication will always come from [email protected] /b and/or [email protected] /b. /li libNo payments or banking details will ever be requested: /b If someone asks for this information, it’s a scam. /li /ul /p #J-18808-Ljbffr

📌 Head of Human Interactions for Business Banking (Madrid)
🏢 ING España&Portugal
📍 Madrid