Head of Human Interactions – Business Banking

About the role

ING is seeking a senior leader to head Human Interactions for its Business Banking division in Spain. The role focuses on building trust, acquisition and long‑term value through assisted sales, relationship management and customer‑service channels across the full customer lifecycle.

Key responsibilities

• Define and execute the assisted‑sales and relationship‑management strategy for Business Banking.
• Lead human‑led customer acquisition, development and retention initiatives across assisted channels.
• Design and evolve engagement models that strengthen relationships and create long‑term value.
• Coordinate digital and human customer journeys with Digital Sales to ensure seamless experiences.
• Drive interaction quality, customer satisfaction, trust and commercial effectiveness.
• Develop and scale future human‑led channels aligned with growth ambitions.
• Lead, coach and develop customer‑facing teams, fostering a culture of accountability and service excellence.
• Leverage ING‑wide capabilities and best practices to accelerate performance.
• Use customer feedback and performance data to continuously improve service models.

Required profile

• Mandatory experience in Business Banking, including exposure to self‑employed professionals and SME segments.
• Strong knowledge of the Spanish Business Banking market and customer needs.
• Proven experience leading frontline commercial, service or relationship‑management teams.
• Ability to work collaboratively with Digital Sales, Customer Experience, Product, Operations and Marketing.

Required skills