Shape the Future of Customer Outcomes at ING

At ING, we're committed to supporting customers through some of life's most significant moments with empathy, care and excellence. To strengthen how we support customers through complex life events and vulnerable customer journeys, we're establishing a dedicated Life Moments team.

As part of this transformation, we're seeking a Life Moments Product Area Lead (PAL) for a 12 months fixed term contract to lead a high-profile program focused on redesigning customer experiences, delivering customer outcome initiatives, strengthening governance and creating a sustainable future-state operating model.

This role has been created to provide end-to-end leadership across multiple streams of work, ensuring ING delivers better customer outcomes while driving meaningful business transformation.

Why Join the Life Moments Team?

This is a unique opportunity to lead a strategically important transformation program that will influence how ING supports customers when they need us most. You'll work across Product, Operations, Technology, Risk and Compliance, helping shape the future of customer care and operational excellence.

What You'll Do

• Lead a high-profile, enterprise-wide transformation program
• Create and execute an integrated roadmap across remediation, customer journey uplift and operational change
• Drive senior stakeholder engagement across Product, Operations, Technology, Risk, Legal and Compliance
• Establish governance, reporting and delivery disciplines
• Coach and lead a team of experts to achieve program outcomes

What We're Looking For

• Extensive experience leading large-scale transformation, remediation or business change programs
• Exceptional leadership and stakeholder management capability
• Strong customer focus combined with governance and risk expertise
• Proven ability to deliver outcomes in complex and ambiguous environments
• Experience working across business, operations and technology teams