As a Chapter Lead you are responsible for coaching, developing, and managing the team members in your chapter so that through their work, they can achieve the Digitisation objectives.

You will take the lead in improving their craftsmanship by having continuous performance and career conversations and focussing on team development. You will inspire, develop, and embed Digitisation delivery expertise and encourage innovation within your chapter and tribe. You carry out a culture that is supportive of the One Way or Working and are the role model with your behaviour. You will be part of a squad on a rotational basis and help to enhance their quality of working and output whilst developing the capability of the Customer Journey Expert / Product Owner in your Chapter.

What you’ll do:

Play a pivotal role defining processes towards how to attract and retain customers and focus on continuously improving the customer benefits ING is offering and the key moments of truth for customers.

You will lead a high-performance team and create the required environment which enables employees to do be empowered in their roles while also coaching, inspiring, developing your team to higher levels

You will be responsible for driving the craftsmanship of Digitising processes and Digitisation solutions, ensuring they are fit for purpose for the end users (customers or internal staff) and in line with global standards and policy.

Monitor and evaluate the marketing effort, products, services, distribution policy and customer contact strategy for the various touch points, cost, price, interest rate policy, product features and benefits and adjust or recommend adjustments wherever necessary.

 You will be representing the tribe while aligning with various internal and external stakeholders’ differing interests ensuring that the squad’s interest and priorities are met.

What we’re looking for

An experienced people leader with a strong coaching and development mindset to manage, coach and develop high performers

An expert in the fundamentals of at least one core pillar of CJE i.e. marketing, product management, process or channel optimisation.

Experience as a Product Owner, delivering customer experience and digital initiatives with Specific experience and knowledge in workflow tooling such as PEGA and Workbench.

A confident and experience individual who can engage and manage expectations of several cros functional senior internal and external stakeholders as well as managing external vendors

A result orientated and pragmatic professional who is able to drive practical solutions that delivers to our customers.

What’s in it for you?

Drop everything and learn with over 16,000 professional and personal development courses to choose from

Discounted ING Health Insurance

An additional Rest Day to support your wellbeing

An IMPACT Day to volunteer on approved sustainability activity

About Us

At ING, we want to make life simpler and more worthwhile – for everyone who banks with us, for the people who work with us, and the community at large, too. 
 
When you come to work at ING, you are joining a team where individuality is not just accepted, it is encouraged. We have built a culture that is fun, friendly, and supportive – it is the kind of place where you can be yourself and make the most of whatever you have to offer. 
 
We give people the freedom to think differently, take ownership of their work, and make great things happen. We are here to help you get ahead. And with our global network, there is plenty of scope to take your career in new directions, perhaps even ones you have never considered. 
 
We are all about celebrating success and as a result we are proud to be a WGEA Employer of Choice for Gender Equality and a certified Family Inclusive workplace.  
 
Sound like the kind of place you would feel at home? We would love to hear from you. 
 
(One last thing, ING operates a direct talent sourcing model. So, no agency introductions, please.) 

Applications close 28th February 2025

 
Before you apply 

Here at ING, we consider employee development to be important and encourage existing employees to apply for suitable internal positions. It is expected that any employee applying for a vacant position would have been in their current role for a minimum of twelve (12) months before applying. This may be waived in exceptional circumstances and after consultation with your manager.  

Still in two minds?

At ING, we know that diversity drives innovation. Research reveals that 60% of women and underrepresented groups may pause at this stage, even after starting their application. Don’t miss out on the opportunity to bring your unique perspective to our team - submit your application today!

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