Chapter Lead - UX Design

The Team:

Roles and Responsibilities:

• Leadinnovationprojects that define the future of banking experiencesand ensure we becomethe frontrunner in mobile-first design
• Championthemes such as personalization, conversational experiences, and AI
• Gather and prioritiseour innovation pipeline and set criteria for success in close collaboration with business
• Setand articulate a bold vision for mobile customer experience, driving projects from concept to delivery
• Work in multidisciplinary, agile teams, ensuring structured delivery and measurable outcomes
• Apply data-driven approaches todemonstrateresults, define KPIsand steer teams towardsdesired outcomes, such as customer retention, churn reduction, and increased customer satisfaction
• Manage complex stakeholder fields, including global and cross-functional teams

• People Leadership(~40%)

  - Attract,developand lead a multidisciplinary team of CX, innovation, and design experts, building craft excellence in these disciplines

  - Empower others to take ownership of the project and stakeholder management

  - Encourage collaboration and team spirit, creating an environment where peers and team members can succeed

  - Manage and lead a team of CX, Innovation & Design Experts (10-15 FTE) 

  - Promote and uphold high design standards, ensuring the overall quality and cohesiveness of design deliverables across channels and segments 

  ​

How to Succeed:

We’re looking for a visionary design leader with deep expertise in mobile-first design, who can shape intuitive, elegant, and empowering experiences for millions of users. You’ll lead end-to-end design initiatives, infuse innovation into every touchpoint, and elevate ING’s mobile presence to world-class standards. 

You are an experienced professional with a strong design agency or consultancy background who thrives in project-based work. This role operates at the intersection of innovation, customer experience, branding, and design. You combine people leadership with project execution, bringing both strategic direction and practical delivery capability.

You strive to bring fresh ideas from concept to delivery, set high standards, and embrace challenges in a fast-changing and complex environment. You are self-driven, have an entrepreneurial mindset, love to challenge the status quo, and are eager to propose creative solutions to problems.

We believe that good design is good business. This means you also understand the context and role of financial institutions in the current market circumstances.

In addition to meeting all the expectations listed in the “Your role and key responsibilities” section, you will also need:

• 8+ years of relevant experience in innovation, CX, or design, preferably with leadership experience
• Strong design agency or consultancy background with proven ability to lead projects end-to-end, with additional value from innovation, business storytelling, AI-powered design and an affinity with visual design
• Proficiency in tools like Figma, Maze, Adobe Analytics, Power BI, Agile methodologies, and project management practices
• University or higher vocational degree; preferably in a CX/design-related field or subject
• Written and spoken fluency in English

Rewards and benefits

We want to make sure that it’s 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:

• 25-28 vacation days depending on contract
• Pension scheme
• 13th month salary
• 8% Holiday payment
• Hybrid working
• 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?

Contact the recruiter attached to the advertisement. Want to apply directly? Please upload your CV and motivation letter by clicking the ‘Apply’ button.