Job Overview

At ING we are looking for a Head of Human Interactions (Business Banking Spain) 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. The successful candidate will define, design, implement and scale our human interaction model, combining human expertise with digital capabilities to shape how Business Banking customers engage with ING.

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.

Qualifications

- Professional experience : Mandatory experience in Business Banking, with 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 proven ability to build, coach and develop high‑performing teams.
- Collaborative leadership style with 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.

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📌 Head of Human Interactions (Business Banking Spain) (Madrid)
🏢 Ing Bank Nv Sucursal En España
📍 Madrid