CoE Lead Digital Transformation

at  ING

Our Wholesale Banking growth strategy is to provide a distinctive banking experience and foster long-term partnerships with corporate clients and financial institutions. We focus on those who look beyond numbers and share a broader vision. This approach keeps us at the forefront of trends shaping the banking industry, particularly in today’s rapidly evolving economic landscape. Our ‘ING differences’ offer unique value to clients in three key areas:
1. Global reach with local experts - Wherever our clients are, our global network of experts provides a seamless local experience with a global perspective.
2. Sector expertise - Our clients trust us for tailored solutions, knowing we deeply understand their industries.
3. Sustainability focus - We actively work with clients to address some of the world’s most pressing issues, not just as thought leaders but as partners.
Delivering this value hinges on providing a superior customer and employee experience. This means centering everything around our customers. To achieve this, we are growing ‘The Digital Differentiator’ as a key enabler of the ‘ING Difference.’ As customer expectations evolve, we must keep pace. Customers increasingly expect a frictionless digital experience, making seamless digital delivery a critical component of our Wholesale Banking Growth Strategy and digital transformation.

KEY CAPABILITIES/EXPERIENCE

• Education: A master degree.
• Experience: At least 5-8 years in the field of CX.
• Agile Proficiency: Ability to function optimally within an Agile environment.
• Strategic Vision: Set a clear vision for customer experience initiatives, aligning them with business objectives.
• ING’s Orange Behaviour: Displays all aspects of ING’s Orange behaviour
• Leadership: Inspire, motivate, and develop high-performing teams.
• Stakeholder Relationships: Build and maintain relationships with key stakeholders.
• Advocacy and Buy-In: Secure buy-in from senior leadership and other departments.
• Decision-Making: Make data-driven decisions balancing customer needs with business goals.
• Effective Communication: Convey the importance of CX initiatives.
• Innovative Thinking: Develop creative CX solutions.
• Continuous Improvement: Drive positive change.
• Implementation Oversight: Ensure successful CX initiative implementation.
• Customer-Centric Focus: Prioritize exceptional experiences.
• Experience in wholesale banking or financial services industry is a plus.

ABOUT US

With 60,000 employees and operations in approximately 40 countries, there is no shortage of opportunities for people with initiative who want to help people take a step ahead in life and in business. Do you want to work at the cutting edge of what’s possible and at the same time ensure you work with integrity and hold the customer’s interests at heart? Do you want to be surrounded by progressive, inspiring, diverse and supportive colleagues? Then there is no better place to invest your talents than at ING. Join us and apply today!

YOUR ROLE AND WORK ENVIRONMENT

The Digital Delivery Team/ Tribe Digital consist of 3 Product Areas each consisting of multiple squads that build and maintain generic digital capabilities together with engineers from WB tech. Next to that the Tribe has 4 so called Centres of Expertise (COE) are built around experts that are driving digitalization across the Wholesale Bank.
Within the Digital team, COE Digital Transformation is responsible for creating, maintaining and driving the digitalization roadmap that guides our journey towards digital transformation, ensuring effective resource allocation and consistent progress. With a holistic view of our digital change portfolio, manage interdependencies between projects and balance demand and supply across different delivery teams (X-Tribe), optimizing resources and ensuring smooth progress. Additionally, tracks and measures the value generated by digital initiatives, aligning them with our ambitious 2026 targets to contribute meaningfully to our overall digital transformation journey and business objectives.

YOUR KEY RESPONSIBILITIES ARE

As a Centre of Excellence (CoE) Lead, your responsibilities include:

• Reporting to the Global Head of Digital Delivery Management
• Defining Strategic Direction: You establish the CoE’s strategic direction by maintaining continuous communication with executives and various lines of business. This ensures alignment with organizational goals.
• Measuring Performance: You assess the CoE’s performance, tracking key metrics and evaluating its effectiveness in delivering on objectives and business benefits.
• Driving Digital Transformation: You lead the development and execution of a comprehensive digital transformation roadmap. This includes outlining key initiatives, milestones, and timelines.
• Collaborating Across Teams: As a liaison between the digital team and other departments, you facilitate communication, address concerns, and ensure alignment of priorities and resources.
• Project Oversight: You oversee the planning, execution, and delivery of digital transformation projects, ensuring they are completed on time, within budget, and according to specifications. Monitoring progress and implementing risk mitigation strategies are also part of your role
• KPIs and Metrics: You establish key performance indicators (KPIs) and metrics to measure the effectiveness of digital initiatives.
• Thought Leadership: Externally, you represent the organization as a thought leader and advocate for digital transformation. This involves participating in industry events, conferences, and forums.
• Relationship Building: You build and nurture relationships with external partners, vendors, and technology providers to stay informed about emerging trends and best practices