Customer Communications Orchestration Lead

About the role

As the Communication Orchestration Lead at ING, you will shape how customer communications are delivered across channels, ensuring each interaction is personalised, relevant and valuable. This 12‑month fixed‑term role offers the chance to influence customer engagement at scale while driving strategy, innovation and continuous improvement.

Key responsibilities

• Lead the strategy and governance of customer communications across channels, ensuring the right message reaches the right customer at the right time.
• Optimise communication decisioning frameworks and orchestration capabilities to improve customer experience and engagement.
• Drive personalisation initiatives using data, customer insights and emerging technologies.
• Monitor performance metrics and identify opportunities to improve communication effectiveness and commercial outcomes.
• Partner with senior stakeholders across the business to deliver a seamless and customer‑centric communication strategy.

Required profile

• Experience in customer communications, customer engagement, marketing, analytics or a related discipline within a complex organisation.
• Exceptional understanding of customer journey management, communication orchestration or decisioning platforms.
• Ability to translate business objectives and customer insights into impactful communication strategies.
• Proven stakeholder management skills with the ability to influence and collaborate across multiple teams.
• A strategic and commercially minded leader who thrives on driving change, innovation and continuous improvement.

Required skills

• Experience with communication orchestration or decisioning platforms.
• Strong analytical and data‑driven decision‑making abilities.

What we offer

• Discounted ING Health Insurance.
• An additional Rest Day to support your wellbeing.
• An IMPACT day to volunteer on approved sustainability activity.