Change Expert

Change Expert V

Your role & work environment

You will join Operational Excellence and Safe Business, a center of expertise that brings people and capabilities together to create a more consistent, efficient, and safe way of working across the organization. In this environment, you orchestrate complex change initiatives that cross Tribes, Business Lines, countries, and Functions. You help people navigate transformation with clarity, ensuring that change is not only delivered but truly embedded in the way teams work.

You support a culture of transparency, ownership, and continuous improvement. By connecting expertise areas, you help establish common standards, strengthen collaboration, and reinforce safe and efficient business operations. Your work ensures that change initiatives create real business impact and contribute to a unified and resilient COO organisation.

Role purpose & responsibilities

As Change Expert V, you play a key role in delivering transformational change across ING. You design, lead, and embed change initiatives of strategic importance and ensure they land effectively in the organization. You provide expert guidance on methodologies, stakeholder engagement, compliance, and risk management, while ensuring alignment with broader program and portfolio structures.
You work closely with senior colleagues, decision-making bodies, and teams to bring strategy to life through well-managed change execution and clear governance.

Key responsibilities

• Provide specialist advice on policies, procedures, and complex change-related questions to enable informed decision-making

• Monitor compliance with organizational standards, regulatory expectations, and codes of conduct within your scope of responsibility

• Develop your expertise continuously through formal and informal learning, industry insights, and accreditation where relevant

• Lead and coordinate assurance reviews for projects, ensuring issues are identified and addressed early to maintain confidence in delivery

• Plan and lead information gathering, analysis, and stakeholder consultations to define and agree on project deliverables

• Clarify roles, responsibilities, and governance mechanisms across initiatives to ensure compliance with wider program or portfolio structures

• Draft and optimize project and program management frameworks, ensuring adherence to core design principles

• Manage project resource budgets, provide forecasts, and explain variances at appropriate review points

• Identify, escalate, and resolve risks, issues, and dependencies, ensuring robust mitigation and action plans

• Develop and implement stakeholder engagement plans that build strong relationships and ensure all voices are heard

• Deliver initiatives using structured project management methodologies to ensure intended outcomes are achieved

• Lead substantial workstreams in transformational programs, enabling adoption and embedding of new ways of working and behaviours

• Support the development of strategic planning systems and contribute expert insights to leadership forums

• Act as a trusted partner who brings structure, clarity, and momentum to complex multi-stakeholder initiatives

• Organize centralized expertise, standards, and oversight for non-financial risk management across the organization, ensuring the adoption of common frameworks and driving convergence in risk practices.

• Promote automation and scalable solutions to enable consistent and efficient handling of non-financial risks and controls, supporting dashboarding, governance routines, and cross-domain advisory needs.

• Partner flexibly with business lines to empower risk ownership, enhance risk awareness, and proactively manage non-financial risk topics.

Success profile

To succeed in this role, you bring a strong combination of expertise, leadership, and behavioral strengths.

We are looking for someone who demonstrates:

• Strong stakeholder management skills, balancing needs across Tribes, Functions, Business Lines, and countries

• Resilience and composure in complex, high-pressure situations, acting as a stabilizing force for others

• Deep business insight and an ability to translate strategy into actionable change delivery

• A collaborative mindset that fosters shared ownership and effective cross-functional teamwork

• Clear and audience‑tailored communication skills, with active listening and synthesis abilities

• Customer-centric and business-centric thinking, ensuring value creation is at the heart of change efforts

• A focus on achieving results, even in ambiguous or demanding contexts

• Strong sense of accountability, with disciplined tracking of commitments and performance

• Ability to navigate complexity, connect dots quickly, and distinguish symptoms from root causes

• Constructive conflict management and consensus-building skills across diverse stakeholders

• A mindset geared toward continuous improvement and process optimization

• Persuasive communication that secures alignment and drives action without creating friction

• Strong planning and organizational skills with proactive identification of bottlenecks

• Resourcefulness and ability to coordinate efforts across multiple workstreams simultaneously

• Digital savviness and openness to experimenting with tools that enhance delivery effectiveness

Recommended qualifications

• Master’s degree or equivalent (University / Post‑Graduate)

• 6 to 10 years of relevant experience delivering complex change and working in cross-functional environments

• 3 to 6 years of managerial experience leading teams or workstreams in a structured change or transformation context

• Strong knowledge of project/program management, stakeholder management, planning, and risk management

• Advanced verbal, written, and presentation skills, with an ability to bring clarity to complex topics

• Expertise in change management methodologies, business process modelling, and One Agile Way of Working is a strong asset

Employee experience & benefits

• ING supports your professional development and wellbeing. You will benefit from autonomy in your work, a hybrid working model supporting work-life balance, and access to inspiring colleagues who share a commitment to excellence and safe business operations.

• In addition, ING offers competitive compensation, health coverage, retirement benefits, paid time off, and supportive programmes such as family-building benefits, learning opportunities, mobility support, and wellbeing services.

• We welcome applicants from all backgrounds and foster an environment that values diversity, learning, and innovation.