This position is at ING

The selection process will be entirely managed by ING.

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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. And if the shoe fits… don’t hesitate to apply 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.

Leadership & personal competencies

- 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 ski

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