Head of Human Interactions - Business Banking Spain

About the role

ING is looking for a senior Head of Human Interactions to join its Business Banking team in Madrid. The role builds trust, acquisition and long-term customer value through assisted sales, relationship management and customer service channels, defining how Business Banking customers engage with ING and shaping a seamless, high-quality experience across the full customer lifecycle.

Key responsibilities

• Define and execute the Business Banking assisted sales and relationship management strategy.
• Lead human-led customer acquisition, development and retention across assisted channels.
• Design and evolve customer engagement models that build trust and strengthen relationships.
• Coordinate digital and human customer journeys with Digital Sales.
• Drive interaction quality, customer satisfaction, trust and commercial effectiveness.
• Develop and scale future human-led channels and customer-facing capabilities.
• Lead, coach and develop customer-facing teams.
• Use customer feedback, operational insights and performance data to continuously improve service models.

Required profile

• Bachelor's degree required; postgraduate qualifications or specialised training in Business, Management, Sales, Customer Experience or Contact Centers are valued.
• Mandatory experience in Business Banking, including self-employed professionals and SME segments; strong knowledge of the Spanish market is highly valued.
• Proven experience leading frontline commercial, service or relationship management teams.
• Experience designing customer interaction models, integrating digital and human journeys, and working in regulated industries.
• Spanish and English proficiency required.

Required skills

• Assisted sales, relationship management and human-led engagement models.
• Customer lifecycle management, customer experience and journey principles.
• Defining performance frameworks, service standards and operational processes.
• Strong analytical capabilities and stakeholder management.

What we offer

• Hybrid work: choose between coming to the ING Madrid office and working from home.
• Restaurant card, free company shuttle and on-site electric mobility solutions.
• Health and life insurance for you and your family, plus a pension plan after 1 month.
• Flexible remuneration model with extra services such as nursery, transport card and training aids.
• Special loan and mortgage conditions, and banking benefits.
• Physiotherapy, gympass, clinics and employee networks.
• International remote work program.