Change Expert VI | GJA 19 

Transformation Office  

50% work from home 

Hiring Manager: Lucy Shenton 

Recruiter: Pierre-Julien Dechassat 

Role & work environment 

We’re looking for a dynamic and experienced Delivery Lead to oversee the Customer Data workstream within the New Banking Platform Program (NBP). The NBP is at the heart of ING’s vision to become the bank of the future, modernizing our banking platform and thus ensuring enhanced reliability, efficiency and superior customer and employee experiences. As Delivery Lead of the Customer Data Workstream you will be leading a diverse team of business and technical profiles and coordinate the delivery of NBP transformation objectives. You will be responsible for managing timely and within-budget delivery, while aligning with parallel projects and the broader Group to maximize business value. In this role, you will report directly to the Head of Transformation Office & NBP and work closely with the other delivery leads as well as the PMO lead.  

Key Responsibilities 

As Customer Data Delivery Lead you will: 

 Track milestone progress and coordinate the escalation and resolution of issues and blockers   

Proactively translate milestones into epics and features, ensuring timely syndication. 

Orchestrate activities to maintain “green” status  

Align with Group for dependent deliveries 

Provide transparent risk views and coordinate escalations through PMO 

Oversee budget and financial tracking for efficiency and compliance 

Mobilize internal and external resources to deliver stream’s objectives  

Forecast resource needs and coordinate onboarding with procurement 

Oversee realization of target outcomes through internal efforts and third party work packages 

Lead issue resolution, enhancing outputs and manage risks: 

Coordinate stakeholder sessions to resolve challenges and delays 

Manage communication of decisions and escalation needs to the Executive committee 

Ensure documentation quality and manage knowledge risk 

How to succeed 

We hire smart people like you for your potential. Our biggest expectation is that you’ll stay curious. Keep learning. Take on responsibility. In return, we’ll back you to develop into an even more awesome version of yourself. Additionally, we’ll expect: 

Qualifications and Experience 

Planning and organizing: Experience in co-ordinating and driving a large-size project, leading to significant and timely impact within budget 

Business requirement management: Experience in consolidating business and regulatory needs and requirements from across multiple stakeholders and functional groups and create a clear, agreed, actionable roadmap  

Third party management: Experience in leading third parties and other organizational teams on delivery outcomes and deadlines  

Technical knowledge: Extensive technical knowledge of customer data platforms, including the current ING Belgium customer data platform, CSI 

Stakeholder management: Excellent stakeholder management and communication skills, with the ability to influence and inspire at all levels of the organization. 

Key Competencies 

Manages ambiguity: Proactively takes responsibility for supporting and guiding Customer Data deliverables, managing multiple parallel deliverables and pre-empting and resolving blockers 

Decision-making: Able to consider and weigh-up trade-offs to make the best business decisions for Customer Data  

“One team” co-ordination: Ability to create a cohesive team out of multiple stakeholder groups (GCDM, ING BE Customer Data tribe, third parties) 

This is a unique opportunity to play a key role in shaping ING’s future. As Delivery Lead you’ll help us to stay competitive and meet future demands. If you’re passionate about driving change and have the expertise to lead a high-impact program, this journey will be exciting for you.