Global Head Conversational Banking

Global Head Conversational Banking

The Global Head of Conversational Banking is responsible for shaping and executing INGs global Conversational Banking vision as a core strategic pillar of COO Retail transforming how customers interact with ING.

The role defines the global strategy operating model and capability roadmap for conversational interactions steering the shift toward a unified AIenabled conversational layer across markets. This leader drives the global transformation required to enable conversational interactions at scale - aligning technology data operations risk and customer service into one integrated system.

Ultimately the Global Head of Conversational Banking is accountable for turning conversational interactions into a differentiating customer value proposition enabling ING to become the most convenient efficient and innovative retail bank in the market.

What you will do:

• Design communicate and execute the global Conversational Banking strategy within COO Retail. Contribute to the broader COO Retail strategic agenda ensuring Conversational Banking is a core pillar. Align Retail countries ING Hubs Tech Data and Contact Centers behind a unified operating model and a banking-in-a-conversation experience.
• Define where local autonomy is optimal and where global standardization delivers scale and efficiency. Drive consistent transformation and implementation across markets - using ING Hubs as capability accelerators.
• Identify opportunities to improve customer satisfaction reduce operational effort and enhance quality. Lead global initiatives to increase automation drive deflection and improve firstcontact resolution. Ensure a rolling improvement roadmap that reflects evolving customer behaviors channel mix and technology capabilities. Continuously optimize conversational journeys based on data genAI capabilities quality monitoring and customer behavior insights. Ensure the integrated conversational layer becomes a key channel across Retail.
• Identify global capability needs (skills tools roles) and close gaps through targeted development. Strengthen leadership pipelines across all Retail countries. Embed a culture of learning coaching and professional growth.

What are we looking for:

• 15 years professional experience in banking
• Expertise in driving and steering multidisciplinary teams
• Demonstrated track record of building and maintaining highly collaborative flexible and productive teams
• Outstanding oral and written communication skills as well as outstanding negotiation and change management skills
• Can demonstrate success in establishing executive relationships and influencing executive decision-making
• A strong network within the bank and a good understanding of the organisation strategy and our way of working
• Track record in inspiring leaders to achieve their goals
• Track record in the implementation of complex change
• International experience in Wholesale; Retail banking support functions experience is a plus
• Excellent level of English
• Strong stakeholder management skills (Board level)
• Masters degree and relevant certifications
• Track record in operational resilience and continuity topic

Rewards and benefits
We want to make sure that its possible for you to strike the right balance between your career and your private life. Find out more about our employment conditions.

The benefits of working with us at ING include:

• A salary tailored to your qualities and experience
• 24-27 vacation days depending on contract
• Pension scheme
• 13th month salary
• Individual Savings Contribution (BIS) 3.5% of your gross annual salary
• 8% Holiday payment
• Personal growth and challenging work with endless possibilities
• An informal working environment with innovative colleagues

About us
Curious about how ING empowers people and businesses to move forward Discover what we do and what we can offer you.

Questions
If you have any questions about the position the team or the organization feel free to reach out to Marco van Pesch. Want to apply directly Please upload your CV and motivation letter by clicking the Apply button.