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 Bankin
📌 Head of Human Interactions (Madrid)
🏢 Ing
📍 Madrid