In the role of Global Head of Contact Centre & Complaints, you will serve as the Deputy to the Global Head and be responsible for steering global performance, governance, and transformation across Contact Centres and Complaints. You will operate at an enterprise level, translating strategy into execution while ensuring alignment across countries, functions, and programmes. Your focus will be on driving consistent performance, enabling AI-powered service models, and balancing customer experience with cost and regulatory requirements.

Responsibilities

• Collaborate with senior stakeholders across ING to drive strategic alignment and execution.
• Co-steer global strategy and governance across Contact Centres and Complaints.
• Hold end-to-end accountability for Contact Centres and related transformation programmes, including:
  • Operational and CX performance of Contact Centres.
  • Alpha programme aimed at friction reduction and contact frequency.
  • Global Complaints strategy, governance, regulatory alignment, and AI roadmap.
• Drive global performance and financial steering, managing trade-offs between customer experience, cost, and risk.
• Lead a multidisciplinary global organization, enhancing capabilities in CX, data, and AI.
• Define and implement global operating models and standards across markets.
• Manage senior stakeholder relationships across Retail, COO, Risk, Compliance, Tech, and various countries.
• Enable MBB-level governance and decision-making, including reporting and prioritization.
• Oversee large-scale operations with a cost responsibility of approximately EUR 153 million.

Requirements

• Proven experience in leadership roles within country Contact Centers, COO, CX, or operations.
• Strong track record in large-scale transformation and global steering.
• Passion for customer satisfaction and experience with AI-driven digital service models.
• Ability to operate effectively at executive (C-Level and MBB) levels.
• Excellent stakeholder management and influencing skills in complex matrix organizations.
• Strong analytical capabilities to translate insights into actionable decisions.
• Proven leadership skills with experience managing international and functional teams.
• High organizational sensitivity and ability to balance multiple priorities.
• Strong communication skills, both written and verbal, in English.

What We Offer

• A highly visible senior leadership role at the core of ING’s transformation agenda.
• Opportunity to shape the global Contact Centre strategy, including Complaints and AI-driven service models.
• Exposure to executive-level decision-making (MBB governance).
• A key role in delivering customer experience, cost efficiency, and regulatory excellence.
• Full-time position (40-hour working week).
• Job grade: GJA 20 (Lead Operations VI).
• Competitive benefits package.
• Location: Amsterdam / Leeuwarden, with international scope. Commuting options are possible, and remote steering from another country is also an option. Double hatting options are available.