Job Description

Hi there! Do you get energy from translating strategy into real change? Are you passionate about making work simpler, smarter and more productive for thousands of colleagues? Do you enjoy connecting business, technology, data, AI and employee experience into one clear execution agenda?

We are looking for an Expert Lead – Employee Productivity, Support Transformation & Experience to join the Management Team of Global Workplace Services. In this role, you will help implement the next generation operating model for employee productivity, global support and cross-domain employee experience. You will work closely with ING Analytics, HR, CREFS, Tech teams, business partners and global service providers to turn strategic priorities into tangible outcomes for ING colleagues worldwide.

This role is for someone who can operate as a senior expert, transformation lead, trusted advisor and sounding board at the same time: someone who brings structure to ambiguity, creates movement across domains, and helps leaders make better decisions.

Who we are

We are Global Digital Workplace at ING and deliver digital workplace services for colleagues worldwide, enabling them to work simply and safely with any device, wherever they are. The existing JD structure describes Global Digital Workplace as delivering services such as laptops, desktops, mobile and fixed telephony, video conferencing, digital workplace software and the infrastructure/support for these services.

Within Global Workplace, the work spans Microsoft 365 services, modern management/endpoints, employee support services and employee experience. The attached JD also positions employee support operations and employee service experience as key responsibilities aimed at improving employee satisfaction through simple and easy-to-use digital services and experiences.

Our ambition is to move Global Workplace Services into its next Target Operating Model: more global, more data-driven, more AI-enabled, and more focused on employee productivity and experience.

Roles and Responsibilities

A successful Expert Lead will:

• Lead the implementation of the Target Operating Model for AI for employee productivity, together with our business partner ING Analytics.

• Translate the AI productivity strategy into clear delivery roadmaps, operating model choices, governance, adoption plans and measurable outcomes.

• Drive the implementation of the new Target Operating Model for our global support offering, including Global Service Desk and Onsite Support.

• Help shift the support model from traditional service delivery towards a more digital, proactive, AI-enabled and experience-led model.

• Deliver employee experience initiatives across HR, CREFS and Tech, ensuring that employee needs are translated into practical improvements.

• Act as a senior sounding board for tech teams, product teams, employee experience teams and business partners.

• Connect multiple domains and stakeholders to deliver cross-domain initiatives with clear ownership, decision-making and momentum.

• Bring structure to complex transformation topics by turning ambiguity into clear plans, decision papers, storylines and implementation steps.

• Use data, insights and feedback loops to identify opportunities for productivity improvement and better employee journeys.

• Ensure change initiatives are delivered with attention to risk, security, compliance, adoption, communication and sustainable operations.

• Contribute actively to the MT WPS agenda by bringing thought leadership, challenge, execution discipline and senior stakeholder alignment.

What will you do?

1. Implement the Target Operating Model for AI employee productivity

You will work with ING Analytics and relevant business partners to implement a clear operating model for AI-enabled employee productivity. This includes defining how demand is captured, how use cases are prioritized, how solutions are governed, how benefits are measured, and how adoption is driven at scale.

You will help translate AI opportunities into practical productivity improvements for employees, ensuring that the right collaboration model exists between Global Workplace Services, ING Analytics, Tech, HR, CREFS, Risk, Security and other business stakeholders.

You will also support the creation of clear governance, decision-making forums and implementation plans so that AI productivity initiatives move from pilots and ideas into repeatable and scalable outcomes.

2. Implement the new Target Operating Model for global support

You will play a key role in implementing the future operating model for Global Service Desk and Onsite Support. The attached JD describes employee support operations as covering global workplace service desk, onsite support, VIP support, service management and business intelligence.

You will help shape and execute the transition from today’s support model towards a more global, consistent, digital and experience-led model. This includes turning TOM design into practical implementation plans, clarifying roles and responsibilities, aligning stakeholders, identifying people and process impacts, and supporting the transition towards new ways of working.

You will work with internal and external partners to improve support outcomes, reduce friction for employees, increase self-service and automation, and support the move from SLA thinking towards stronger experience outcomes. The attached JD already references transformation from traditional SLA into XLA-focused support.

3. Deliver employee experience initiatives across HR, CREFS and Tech

You will drive cross-domain employee experience initiatives that require cooperation between HR, CREFS, Tech and other partners. The attached JD describes Employee Experience / Customer Journey responsibilities as designing and implementing simple, easy, instant and relevant employee journeys, translating employee voice into customer-focused improvements, managing feedback loops and working with HR, Facility Management, Corporate Communication and Tech.

In this role, you will connect insights from employee feedback, service data, journey analysis and leadership priorities into a practical improvement portfolio. You will help ensure that initiatives are not designed in silos, but delivered as joined-up experiences for employees.

You will also support adoption, communication and stakeholder engagement so that improvements are understood, used and embedded.

4. Be a sounding board and senior collaborator across Tech and business

You will act as a trusted partner for various tech teams and business partners, helping them shape ideas, challenge assumptions, identify dependencies and move initiatives forward. You will bring consultancy-style problem solving, strong stakeholder management and the ability to translate complex topics into clear decisions.

You will collaborate with engineering, service, product, analytics, HR, CREFS, security, risk and communications stakeholders to deliver cross-domain initiatives. You will help teams align on priorities, delivery approach, operating model implications and measurable outcomes.

Proven Experience:

• Senior IT Engineering Leader with proven experience leading large-scale engineering organizations

• Software Engineer with hands-on technical development experience

• Extensive experience developing complex AI agents using Google AI, Microsoft Copilot Studio, and Claude

• Managing multiple people managers, including Chapter Leads, Squad Leads, and Product Managers

• Partnering and collaborating with Board Members and executive leadership teams

• Leading global taskforces across multiple domains, stakeholders, and countries

• Creating, implementing, and operating new organizational and operating models across diverse business domains and geographies

• Creating and executing multi-million-euro business cases

• Working with senior stakeholder committees, including (AI Risk Committee, Non-Financial Risk Committee, CTO/CIO Management Teams, Management Board Bank)

• Driving global transformation programs across multiple domains, stakeholders, and countries

• Submitting, implementing, and managing complex AI use cases and accompanying business cases

• Leading the execution of multi-million-euro IT insourcing and outsourcing contracts

• Delivering strategic change initiatives with measurable business and technology outcomes across international organizations

How to succeed

You are an experienced transformation leader with a strong understanding of technology, employee experience and operating model implementation. You can move comfortably between strategy and execution, between senior leadership conversations and detailed delivery follow-up.

You are successful in this role if you:

• Have strong experience implementing Target Operating Models or large-scale organizational / operational change.

• Understand digital workplace, employee support, service management, employee experience and AI-enabled productivity.

• Can work across HR, CREFS, Tech and analytics teams without needing formal authority over all stakeholders.

• Are strong in stakeholder management, storytelling, structured problem solving and decision preparation.

• Can translate strategy into clear roadmaps, governance, implementation plans and measurable outcomes.

• Use data and employee feedback to shape priorities and track impact.

• Are comfortable with ambiguity and can create clarity where ownership, scope or direction is not yet fully defined.

• Bring a pragmatic delivery mindset: you simplify, align, decide and move.

• Build trust quickly with senior stakeholders, product teams, engineers and business partners.

• Understand risk, security and compliance implications in a global banking environment.

• Can operate as both an expert and a team player in a complex matrix organization.

The attached JD also emphasizes skills such as getting things done cross-domain, strategic decision-making, end-to-end ownership, continuous improvement, Agile experience, and working effectively in a complex matrix organization.

Please keep this in mind

Don’t meet every single requirement? Studies have shown that some candidates are less likely to apply unless they meet every single qualification. At ING, we are committed to building a diverse, inclusive and authentic workplace, so if you are excited about this role but your past experience does not align perfectly with every qualification, we encourage you to apply anyway. You may be just the right candidate for this or another role. The attached JD includes this inclusion statement and hybrid-working reference.

Rewards and benefits
We want to make sure that it’s possible for you to strike the right balance between your career and your private life. Find out more about our employment conditions.

The benefits of working with us at ING include:

• 25-28 vacation days depending on contract

• Pension scheme

• 13th month salary

• 8% Holiday payment

• Hybrid working

• Personal growth and challenging work with endless possibilities

• An informal working environment with innovative colleagues

About us
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Discover what we do and what we can offer you

Questions?
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