Head of Human Interactions (Business Banking Spain)
Core
Define and execute the Business Banking assisted sales and relationship management strategy to build trust and long-term customer value for SMEs and self-employed professionals in Spain.
Role type
Senior leadership head of human interactions (business banking)
Builds
Human-led customer acquisition, development, and retention initiatives across assisted channels
Domain
Banking (Business Banking) + Customer Experience
Deliverable
product features
Required skills
Business banking strategy, relationship management, team leadership, customer journey design, digital-human integration, stakeholder management, commercial acumen, service excellence, performance framework design
Preferred skills
Spanish SME segment expertise, contact center operations, customer experience transformation, hybrid service models
Technologies
Customer data platforms, CRM systems, digital sales tools
Responsibilities
Define and execute assisted sales and relationship management strategy; Lead human-led customer acquisition, development, and retention initiatives; Design and evolve customer engagement models; Coordinate digital and human customer journeys; Drive interaction quality and commercial effectiveness; Develop and scale future human-led channels; Lead, coach, and develop customer-facing teams; Leverage ING-wide capabilities to accelerate performance; Use customer feedback and data to improve service models
Seniority
Senior, hands-on IC with leadership scope