Tribe Lead Global Channel Experience

ING has the bold ambition to create the most personal, impactful and mobile‑led financial experience for customers across the globe. The Tribe Global Channel Experience plays a pivotal role in realizing this ambition, shaping how millions of customers interact with ING digitally and human channels.

This role focuses exclusively on the global scope of the tribe, ensuring a strong, scalable and beautifully integrated customer experience across all retail markets leveraging One App One Web (OAW) and the Global Assisted Channels platform (Iris and CC2.0).

As Tribe Lead Global Channel Experience, you have the unique opportunity to define and shape the digital experience for customers across all markets using our global platforms. Together with teams worldwide, you will work on harmonized, high‑quality and human‑connected services, ensuring that the global digital infrastructure and customer journeys are consistent, reliable and future‑proof.

You will lead and steward the global platform that underpins ING’s mobile and web experiences, and transform the ING channels to a true financial companion for our customers

As Tribe Lead, you own the global digital platform and the human‑assisted tooling that powers ING’s interaction model across multiple markets. You will:

• Define and drive the global strategy for digital and assisted channels ensuring a mobile‑led, human‑connected experience.
• Deliver impactful digital journeys used across countries, ensuring consistency, reliability and true scalability at global level.
• Strengthen the global customer experience, enriching OAW with relevant engaging capabilities.
• Increase digital adoption and engagement by improving global customer journeys, channel usage and increase of digital sales
• Connect digital and human experiences seamlessly, enabling customers to switch channels effortlessly.
• Ensure stability, security and resilience of the app and assisted channels across all markets.
• Steer multidisciplinary global teams across product, design and engineering.
• Collaborate effectively with countries, ensuring alignment on global standards while enabling localized value creation.

What We Are Looking For:

We seek an inspiring and experienced digital leader who:

• Has a strong track record leading large, international digital platforms (ideally e-commerce or app led environments)
• Is highly analytical and data driven
• Communicates effectively, both in writing and presenting
• Can navigate complexity and influence diverse global stakeholders
• Understands technology and can translate tech concepts into customer and business impact
• Is proactive, creative, resilient and able to prioritize for maximum value
• Has proven experience managing large teams of experts (CJEs, designers, engineers)
• Is deeply customer centric and passionate about creating intuitive, high impact experiences
• Is fluent in English
• Master’s degree
• Minimum 10 years’ experience leading digital platforms at scale
• Strong commercial and strategic mindset
• Proven ability to manage multidisciplinary teams and work collaboratively with IT
• Deep knowledge of digital, data and martech technologies
• Ability to connect globally and build strong stakeholder networks

Rewards & Benefits

• 40‑hour workweek
• Salary aligned with experience and expertise
• 24–29 vacation days
• Pension scheme
• 13th‑month salary
• 3.5% Individual Savings Contribution (BIS)
• 8% holiday payment
• Endless learning and development opportunities
• Innovative, informal and collaborative international working environment