Lead HQ Contact Centre & Complaints (Deputy Global Head Contact Centre)

The Contact Centre plays a pivotal role in ING’s ambition to reduce friction, deliver most-loved customer experiences, and enable AI-driven service transformation. The function has evolved into a centrally steered, globally accountable capability.

Job description
 

As Lead HQ Contact Centre & Complaints, you act as the Deputy to the Global Head Contact Centre and are accountable for steering global performance, governance, and transformation across Contact Centres, Complaints, and Alpha Program.

You operate at enterprise level, translating strategy into execution and ensuring alignment across countries, functions, and programmes. You are responsible for driving consistent performance, enabling AI powered service models, and balancing customer experience, cost, and regulatory requirements.

Key Responsibilities

You will work closely with senior stakeholders across ING to drive strategic alignment and execution. Your responsibilities include:

• Co-steering global strategy and governance across Contact Centres, Complaints domains.
• End-to-end accountability for Contact centers and related transformation programmes, including:
  • Contact Centers Operational and CX Performance.
  • Alpha programme (friction reduction and contact frequency)
  • Global Complaints (strategy, governance, regulatory alignment, AI roadmap)
• Driving global performance and financial steering, including trade offs between CX, cost, and risk topics.
• Leading a multidisciplinary global organisation, building capabilities in CX, data, and AI
• Defining and implementing global operating models and standards across markets
• Managing senior stakeholder relationships across Retail, COO, Risk, Compliance, Tech, and countries
• Enabling MBB level governance and decision making, including reporting and prioritisation
• Overseeing large scale operations, including ~EUR 153M cost responsibility

We are looking for

About you:

You are a senior leader who combines strategic vision with strong execution capability. You thrive in complex environments and are able to lead transformation at scale.

Furthermore, you are/have:

• Experience with proven performance in a country Contact Center, COO, CX, or operations leadership roles
• Strong track record in large scale transformation and global steering
• Have a passion for our customers
• Experience with AI driven / digital service models and data driven decision making
• Ability to operate effectively at executive (C-Level and MBB) level
• Strong stakeholder management and influencing skills in a complex matrix organisation
• Excellent analytical capabilities, able to translate insights into decisions
• Strong leadership skills with experience managing international and functional teams
• High organisational sensitivity and ability to balance multiple priorities
• Able to bring structure super dynamic environment and operates independently.
• Outstanding communication skills (written and verbal in English)
• You challenge and inspire on purpose and solution, persuades fact based to come to realize the impact

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. Remote steering from another country is possible.
• Double hatting options are possible.