Job Description

function description

As a Senior Safe Business Officer within Global Channel Experience (GCX), you operate at the core of ING’s global digital transformation, ensuring that innovation at scale is consistently underpinned by trust, control and regulatory compliance.

You are responsible for embedding robust, scalable and demonstrable “In Control” frameworks across ING’s global channel ecosystem, including mobile, digital and assisted channels. You act as a senior Non‑Financial Risk expert, shaping how risk management is structurally integrated into global platforms, product architectures and cross-market delivery.

This role goes beyond traditional control execution: you are a strategic sparring partner to product and engineering leadership, ensuring that risk considerations are embedded at design level in the platforms powering ING’s global customer experience.

Context – Global Channel Experience (GCX)

Global Channel Experience is responsible for designing and scaling ING’s global interaction ecosystem across digital, mobile and assisted channels. This includes OneApp, conversational banking, CRM and servicing platforms.

Operating in a product-led, platform-based organisation, GCX enables ING markets to build once and scale globally, within a complex environment of local regulations, multiple customer journeys and evolving digital architectures.

Within this context, Safe Business ensures that:

• platform scalability does not compromise control
• customer innovation remains compliant and trusted
• risk management is embedded into the core of product and technology decisions

What you’ll do

Drive “In Control” at platform level

• Define and implement scalable “In Control” frameworks across global digital and assisted channel platforms
• Embed risk and control requirements directly into platform design, architecture and delivery processes
• Ensure consistent and demonstrable risk management across markets, journeys and systems

Enable structural, data-driven risk management

• Drive automated control testing and continuous monitoring across GCX platforms
• Leverage data and analytics to strengthen control effectiveness, transparency and scalability
• Ensure controls are measurable, auditable and consistently applied across countries

Act as senior Non‑Financial Risk expert

• Provide expertise across Operational Risk, Compliance, Privacy, IT Risk and emerging AI-related risks
• Translate regulatory expectations into clear platform and product implications
• Ensure consistent interpretation and application of risk frameworks across global delivery

Partner with product and engineering leadership

• Act as senior sparring partner to Tribe Leads, Product Area Leads and Engineering leadership
• Influence roadmap decisions, architecture choices and rollout strategies
• Balance innovation, customer experience and regulatory constraints in complex environments

Drive risk insight and continuous improvement

• Provide clear, actionable insights into risk exposure, root causes and customer impact
• Strengthen issue management and follow-up on audit and regulatory findings
• Contribute to a data-driven, aggregated view on risk across GCX

Strengthen risk culture in a global organisation

• Promote ownership, transparency and constructive challenge
• Enable product teams to take end-to-end ownership of risk within their delivery scope
• Connect stakeholders across Tribes, markets and risk functions

How to succeed

Experience & expertise (hard requirements)

• Extensive experience within ING is strongly preferred, with a deep understanding of ING’s risk frameworks, governance, and operating model
• Proven track record in first-line Non-Financial Risk within digital and technology-driven environments
• Demonstrated experience working with global digital platforms across multiple countries, including managing cross-border regulatory complexity
• Strong experience in mobile and digital banking risk domains, such as:
  • digital onboarding and KYC
  • authentication, identity and device trust
  • payments and customer journeys
  • digital servicing, CRM and conversational flows
• Solid understanding of modern digital architectures and engineering environments, including:
  • platform-based delivery models
  • microservices and API ecosystems
  • cloud-based architectures and distributed systems

Capabilities

• Able to translate regulatory and risk requirements into concrete architectural and product design decisions
• Strong ability to embed controls structurally into platforms, not as after-the-fact solutions
• Proven experience in scaling control frameworks across markets, balancing global consistency with local requirements
• Strong affinity with data, analytics and automated monitoring in risk management
• Excellent stakeholder management skills, with the ability to influence senior product, engineering and risk leadership
• Able to operate as a strategic advisor, not just a control specialist
• Flexibility: Able to quickly adjust to changing circumstances
• Experience with AI risk lifecycle is a pré: understanding the complex (and changing) ING AI policies and processes.

Mindset & profile

• High seniority and credibility, able to challenge constructively at leadership level
• Strong ownership mindset, taking end-to-end responsibility across complex domains
• Pragmatic and outcome-driven, balancing:
  • customer experience
  • scalability of platforms
  • regulatory compliance
• Comfortable operating in a fast-moving, global, product-led organisation
• Focused on structural improvements and long-term impact, not short-term fixes

Why join this role

This role is positioned at the heart of ING’s transformation towards a globally standardised, platform-driven and AI-enabled channel organisation.

You will:

• Shape how ING embeds trust and control into global digital platforms
• Operate at the intersection of business, technology and risk at scale
• Play a key role in enabling innovation while safeguarding customer trust