Head of Human Interactions & Partnerships

At ING we are looking for Head of Head of Human Interactions & Partnerships – Business Banking Spain

Your role and work environment:

We are looking for a senior and inspiring Head of Human Interactions & Partnerships to lead the human‑led commercial engine of Business Banking in Spain. This role is accountable for driving customer acquisition and development through assisted sales channels and strategic partnerships, complementing and amplifying digital sales performance.

The relevance of this role will grow significantly as ING Spain builds a dedicated Business Banking sales network, including guided sales, relationship managers, and potential external agent models to support customer acquisition and development.

The Head of Human Interactions & Partnerships works in close partnership with the Head of Digital Sales, ensuring seamless orchestration between digital and human interactions across the full customer lifecycle. Together, both roles ensure that customers experience a coherent, efficient, and high‑quality commercial journey, regardless of channel.

This role has a strong external orientation, leading strategic partnerships with professional associations, commercial partners, and institutional players that unlock scalable acquisition and engagement opportunities for Business Banking customers..

Your key responsibilities:

Human‑Led Sales & Assisted Channels

Define and own the Guided and Relationship Sales strategy for Business Banking Spain.

Ensure effective execution of assisted sales models across contact centres, relationship managers, and future agent networks.

Scale the human interaction model in line with Business Banking growth ambitions, ensuring quality, efficiency, and commercial impact.

Work closely with Digital Sales to orchestrate handoffs between digital and human journeys, avoiding channel friction and duplication.

Partnership Strategy & Execution

Define and execute the Business Banking partnership strategy, aligned with acquisition and customer development objectives.

Identify, build, and manage strategic alliances with:

Professional bodies, associations, and guilds

Public and semi‑public institutions

Commercial and sponsorship partners

Ensure partnerships unlock efficient, scalable acquisition and deliver tangible customer value.

Monitor partnership performance and continuously optimise the portfolio.

Customer Development & Insights

Lead customer insights capabilities, ensuring voice of the customer, market research, and performance insights inform commercial actions.

Use insights to improve assisted sales effectiveness, partnership relevance, and customer engagement.

Ensure strong coordination with teams responsible for pricing, packaging, and value proposition, while not owning those elements directly.

Ensure coexistence and clarity between PI and Business Banking customers, particularly in assisted interactions.

People Leadership

Lead and develop a multidisciplinary team covering partnerships, assisted sales, and customer insights.

Build strong role clarity, accountability, and professional expertise across the team.

Foster a culture of collaboration, ownership, and continuous improvement.

Prepare the organisation to scale as the assisted sales network grows.

Stakeholder Management

Act as a senior counterpart for internal stakeholders across Business Banking, Digital Sales, Marketing, Brand, Risk, Legal, and Operations.

Represent Business Banking in external forums, partnership negotiations, and institutional discussions.

Contribute to Business Banking strategy discussions as a core member of the leadership team.

Performance Management

Define and track KPIs for assisted sales and partnerships, including acquisition volumes, conversion, productivity, and customer outcomes.

Ensure performance transparency across channels and partners.

Drive continuous improvement through data‑driven insights and structured review cadences.

What are we looking for?

Technical & Professional Skills

Strong commercial acumen, with proven ability to drive growth through human‑led sales and partnerships.

Deep understanding of assisted sales models, relationship management, and hybrid (digital + human) journeys.

Proven experience building and managing strategic partnerships that deliver measurable commercial impact.

Strong analytical mindset, able to leverage customer insights and performance data.

Excellent stakeholder management and influencing skills at senior level.

Leadership & Personal Competencies

Inspirational people leader, able to build and scale high‑performing teams.

Clear communicator, able to adapt style across internal and external audiences.

High level of self‑awareness, ownership, and accountability.

Strong motivation for the role and clear alignment with ING’s values and culture.

Previous Experience

Mandatory experience in Business Banking, including exposure to SME or self‑employed customer segments.

Proven leadership experience in assisted sales, partnerships, or commercial roles.

Experience working in regulated environments and complex stakeholder landscapes.

Experience collaborating closely with digital sales and marketing teams is highly valued.

Education

Bachelor’s degree required; postgraduate studies are valued.

Languages

Spanish and English proficiency required.

What do we offer?

The time you spend at work, the challenges you face or the lessons you get are very important, but… What about your personal life? At ING we want your work to fulfill you in every way, and that is why we take care of even the smallest details.

Check out what is waiting for you!

Be flexible my friend.

Our model is all about flexibility and accountability. Keeping both our customers and our colleagues’ needs in mind, you determine together which days you work at home and which you come to ING MAD to offer your best self. Do your thing.

Restaurant card.

So that thinking about what to have for lunch doesn’t take up your time or your cravings.

Our house will be your home.

In our offices you can find electric mobility solutions, doctor, hairdresser, gym, The Good Service (to help you with your errands) and much more!

Health insurance.

For you and all your family (spouse/partner and children).

Life insurance.

We help you protect what matters most to you.

Flexible remuneration.

In addition, you will enjoy our flexible remuneration model, through a more tax-advantaged way, you will be able to access other services such as nursery, transport card, training aids…

Free company shuttle.

It doesn't matter where you live. We have 6 routes (North, Central, South, A5, A42 and A6) to get you to our ING office in Madrid comfortably.

Banking benefits.

Special loans with more beneficial conditions.

Special mortgage conditions after 6 months working at the bank.

And you can benefit from our pension plan after 1 month with us!

More vitality and more belonging

360º care of the employee (physical, mental, social connection & purpose).

Physiotherapy service on site.

Clinics with professional, world-class athletes.

Gympass service.

Employee Networks: Rainbow Lions (LGBTQI+), Leonas & RIÑG.

International Remote work program.

Get to know Us

We are a team of more than 1700 people sharing one idea: doing our bit in helping our clients create a better future for themselves, by providing them with the tools they need to get where they want to go.

A fully online bank where technology, innovation, simplicity and transparency are the main ingredients, and the first one to work with agile methodologies.

And although we are based in Spain, we are lucky to work in an international bank with presence in more than 40 countries.

We are proud to have a diverse team, and we are committed to continue developing a culture of Diversity, Inclusion and Belonging to foster a culture of collaboration and innovation that represents all collectives in the society.

And even though we look orange on the outside, we are green on the inside. Our ambition in Sustainability is Empowering (y)our Sustainability journey. We are embarking on our path, for us, but we are also there for when our clients decide to embark on this journey.

Making things happen, helping others be successful, always being one step ahead—that’s our DNA. If you look at yourself in the mirror and your reflection matches our way of being and working…we are looking forward to meeting you!

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