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 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.

What will make you stand out?

• Deep expertise in the Spanish SME and self-employed segments.
• Experience building or scaling assisted sales, relationship management or customer service capabilities.
• Experience leading contact centre, remote relationship management or customer-facing operations.
• Experience in customer experience transformation or customer journey redesign.
• Experience implementing hybrid digital-human service or sales models.
• Proven success improving customer satisfaction, trust and commercial performance.
• Experience working in fast-growing or transformational environments.

What do we offer?

The 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.

Check out what is waiting for you!

Balance That Works. We 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.

Restaurant card. So that thinking about what to have for lunch doesn’t take up your time or your cravings.

Our house will be your home. In our offices you can find electric mobility solutions, doctor, hairdresser, gym, The Good Service (to help you with your errands) and much more!

Health insurance. For you and all your family (spouse/partner and children).

Life insurance. We help you protect what matters most to you.

Flexible remuneration. In addition, you will enjoy our flexible remuneration model, through a more tax-advantaged way, you will be able to access other services such as nursery, transport card, training aids…

Free company shuttle. It 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.

Banking benefits. Special loans with more beneficial conditions. Special mortgage conditions after 6 months working at the bank. And you can benefit from our pension plan after 1 month with us!

More vitality and more belonging. 360º care of the employee (physical, mental, social connection & purpose). Physiotherapy service on site. Clinics with professional, world-class athletes. Gympass service. Employee Networks: Rainbow Lions (LGBTQI+), Leonas & RIÑG. International Remote work program.

Get to know Us

We are a team of more than 1800 people sharing one idea: doing our bit in helping our clients create a better future for themselves, by providing them with the tools they need to get where they want to go.

A fully online bank where technology, innovation, simplicity and transparency are the main ingredients, and the first one to work with agile methodologies.

And although we are based in Spain, we are lucky to work in an international bank with presence in more than 40 countries.

We are proud to have a diverse team, and we are committed to continue developing a culture of Diversity, Inclusion and Belonging to foster a culture of collaboration and innovation that represents all collectives in the society.

And even though we look orange on the outside, we are green on the inside. Our ambition in Sustainability is Empowering (y)our Sustainability journey. We are embarking on our path, for us, but we are also there for when our clients decide to embark on this journey.

Making things happen, helping others be successful, always being one step ahead—that’s our DNA. 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!

At 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.

Job Application Safety Reminder

We’re seeing an increase in fraudulent job offers. To protect yourself, please follow these key guidelines when applying for roles at ING:

• Apply only via official ING platforms: ING uses Workday and LinkedIn as its internal recruitment system. Applications should be submitted only via our official career site or via ING job postings on LinkedIn.
• Check the sender’s email carefully: Legitimate communication will always come from @ing.com and/or @myworkday.com.
• No payments or banking details will ever be requested: If someone asks for this information, it’s a scam.