Pal/cal Ci

**PAL/CAL CI & Analytics BE - Tribe Digital & CI Market Leaders**

**Your role & work environment**

With the digital platform and the analytical capabilities, the tribe Digital Retail and tribe Digital Sales & CI were at the heart of Retail ML’s strategy to push digital sales and enable the transformation to a digital-led bank. The two tribes merged on 1 December 2021 into the Tribe Digital & Customer Interactions Market Leaders. By combining our strengths in customer analytics and digital focus, we are now able to create more value for our customers and our business.

**Your key responsibilities**

As the Product Area Lead and Chapter Area Lead for Customer Interactions & Analytics BE, you are responsible for the WHAT and the HOW of this area. You report functionally to the Tribe Lead Digital & Customer Interactions ML, and hierarchically to the Head of Retail of ING Belgium.
- As Chapter Area Lead (CAL), you are hierarchically responsible for the Belgian chapters of Data Analysts and Data Scientists (+80 FTEs, out of which 8 direct reports are 7 Chapter Leads and 1 Central Product Owner). Your focus as CAL is on developing people, on the analytics craftmanship development of the team as well as the broader organization, and on the functional allocation of the Data Analysts across the strategic delivery pillars (Retail, Business Banking, COO and Risk). Throughout the organization, your team supports a broad range of analytical activities such as campaign targeting & impact analyses, reporting / dashboarding / insights generation, product / process / funnel analyses & optimization, deepdives, BI capability building, modelling, etc.
- As Product Area Lead (PAL), you are omni-track responsible for the delivery of 6 multifunctional squads (+45 FTEs, including Data Analysts, Data Scientists, Customer Journey Experts and Engineers), with purposes focussed around 3 main domains:

- Data & tooling for analytics and customer interactions (SAS, CMT, PRE_ODS and BE DM_CAN)
- Cross-channel personalization of customer interactions (inbound and outbound), including (GDPR) consent management
- Advanced Analytics to enable Route24 milestones for ING’s commercial strategy as well as for Credit Risk

As part of this role, you collaborate closely with your Dutch counterpart, particularly on topics such as tooling and personalization roadmaps. You also own multiple IT assets with responsibility for (IT) risk in close collaboration with the BE IT Area Lead (ITAL).
- You stimulate interaction between people, tribes, squads and chapters (within and outside your own Product Area).

As member of the Tribe Digital & Customer Interactions’ management team, you share a collective responsibility to drive ING’s performance and identify opportunities to better serve and delight customers. You have an eye on the long-term perspective. You translate the Think Forward Strategy and changing customer behaviour into business outcomes and ensure you stay on track with focus remaining on the right priorities. You proactively anticipate dependencies and collaboration across the entire organization. You report the future direction, required capacity and delivery of your business area to overall bank leadership via Quarterly Business Reviews.

**We look for**

A colleague with a** talent for taking it on and making it** **happen, **enthusiasm for** helping others to be successful **and a knack for always **being a step ahead**. In other words, you strive to bring fresh ideas to life and embrace challenges in a fast changing and complex environment. You are a naturally collaborative person who listens and invests in others to achieve common goals. You love to challenge the status quo and are eager to propose creative solutions to problems.

As PAL/CAL CI & Analytics BE you will also need:

- Ability to display style flexibility to teams and adapt plan, approach and behaviour to the different needs and situations.
- Strong organisational sensitivity; ability to understand and take into account the underlying issues, opportunities and dynamics of an organization.
- Ability to take responsibility, steer strategy and realisations based on facts and data; managerial courage to question and make decisions.
- Focus on delivery through collaboration, ability to bring people together to work towards the same purpose.
- Ability to empower teams to act autonomously, think out of the box and hold them accountable.
- Ability to simplify complexity and drive operational excellence.
- Ability to support yourself and other team members in development.
- Strong resilience; ability to navigate through ambiguity.
- Ability to make an impact through inspiring and energetic leadership that leads teams through change.

Proven track record and technical skills:

- 3 years of professional experience in team management is a must.
- Aptitude for and interest in steering multidisciplinary teams, ranging from Tech delivery to commercial strategy and risk mitigation.