At ING we are looking for Head of Human Interactions & Partnerships – Business Banking Spain

Your role and work environment: We are looking for a senior and inspiring Head of Human Interactions & Partnerships to lead the human‑led commercial engine of Business Banking in Spain. This role is accountable for driving customer acquisition and development through assisted sales channels and strategic partnerships, complementing and amplifying digital sales performance.

The relevance of this role will grow significantly as ING Spain builds a dedicated Business Banking sales network, including guided sales, relationship managers and potential external agent models to support customer acquisition and development.

The Head of Human Interactions & Partnerships works in close partnership with the Head of Digital Sales, ensuring seamless orchestration between digital and human interactions across the full customer lifecycle. Together, both roles ensure that customers experience a coherent, efficient, and high‑quality commercial journey, regardless of channel.

This role has a strong external orientation, leading strategic partnerships with professional associations, commercial partners and institutional players that unlock scalable acquisition and engagement opportunities for Business Banking customers.

Your key responsibilities: Human‑Led Sales & Assisted Channels

Define and own the Guided and Relationship Sales strategy for Business Banking Spain.

Ensure effective execution of assisted sales models across contact centres, relationship managers and future agent networks.

Scale the human interaction model in line with Business Banking growth ambitions, ensuring quality, efficiency and commercial impact.

Work closely with Digital Sales to orchestrate handoffs between digital and human journeys, avoiding channel friction and duplication.

Partnership Strategy & Execution

Define and execute the Business Banking partnership strategy, aligned with acquisition and customer development objectives.

Identify, build and manage strategic alliances with professional bodies, public and semi‑public institutions and commercial partners.

Ensure partnerships unlock efficient, scalable acquisition and deliver tangible customer value.





Monitor partnership performance and continuously optimise the portfolio.

Customer Development & Insights

Lead customer insights capabilities, ensuring voice of the customer, market research and performance insights inform commercial actions.

Use insights to improve assisted sales effectiveness, partnership relevance and customer engagement.

Coordinate with pricing, packaging and value proposition teams, while not owning those elements directly.

Ensure coexistence and clarity between PI and Business Banking customers, especially in assisted interactions.

People Leadership

Lead and develop a multidisciplinary team covering partnerships, assisted sales and customer insights.

Build strong role clarity, accountability and professional expertise across the team.

Foster a culture of collaboration, ownership and continuous improvement.

Prepare the organisation to scale as the assisted sales network grows.

Stakeholder Management

Act as a senior counterpart for internal stakeholders across Business Banking, Digital Sales, Marketing, Brand, Risk, Legal and Operations.

Represent Business Banking in external forums, partnership negotiations and institutional discussions.

Contribute to Business Banking strategy discussions as a core member of the leadership team.

Performance Management

Define and track KPIs for assisted sales and partnerships, including acquisition volumes, conversion, productivity and customer outcomes.

Ensure performance transparency across channels and partners.

Drive continuous improvement through data‑driven insights and structured review cadences.

What are we looking for? Technical & Professional Skills

Strong commercial acumen, with proven ability to drive growth through human‑led sales and partnerships.

Deep understanding of assisted sales models,



relationship management and hybrid (digital + human) journeys.

Proven experience building and managing strategic partnerships that deliver measurable commercial impact.

Strong analytical mindset, able to leverage customer insights and performance data.

Excellent stakeholder management and influencing skills at senior level.

Leadership & Personal Competencies

Inspirational people leader, able to build and scale high‑performing teams.

Clear communicator, able to adapt style across internal and external audiences.

High level of self‑awareness, ownership, and accountability.

Strong motivation for the role and clear alignment with ING’s values and culture.

Previous Experience

Mandatory experience in Business Banking, including exposure to SME or self‑employed customer segments.

Proven leadership experience in assisted sales, partnerships or commercial roles.

Experience working in regulated environments and complex stakeholder landscapes.

Experience collaborating closely with digital sales and marketing teams is highly valued.

Education

Bachelor’s degree required; postgraduate studies are valued.

Languages

Spanish and English proficiency required.

What do we offer? We offer a flexible working model, a supportive team culture and a range of benefits to support both your professional and personal life:

Versátil remuneration and tax‑advantaged benefits such as nursery, transport card and training aids.

Health and life insurance for employees and dependents.

Restaurant card and free company shuttle with routes to Madrid.

Banking benefits: special loans, mortgage conditions after 6 months and pension plan after 1 month.

Well‑being services: 360º employee care, onsite physiotherapy, gyms, professional sports clinics.

Gympass service and employee networks (Rainbow Lions, Leonas & RIÑG).

International remote work program and flexible working days.

About ING We are an innovative, customer‑centric digital bank that actively promotes diversity, inclusion and belonging across more than 40 countries. Join us to help clients shape a better future through technology, transparency and agility.

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📌 Head of Human Interactions & Partnerships (Madrid)
🏢 Talent
📍 Madrid