Job Description
Build your career. Shape the future of digital banking in Italy.
At ING Italia, you will have the opportunity to build a career as unique as you are. We offer a dynamic, inclusive and entrepreneurial environment, empowered by global scale, advanced technology and a strong “Orange Code” culture.
We value diverse perspectives and bold thinking, and we rely on your leadership to continuously improve how we serve our customers in Italy.
As Tribe Lead Growth, you will play a pivotal role in shaping ING Italy’s digital growth agenda, leading cross‑functional teams to deliver a best‑in‑class customer experience while driving sustainable and scalable growth.
The purpose of this role is to build and scale a growth engine that accelerates customer acquisition and development while reducing attrition, leveraging advanced analytics, martech capabilities and digital marketing excellence.
The Growth Tribe has full ownership of the end‑to‑end digital sales funnel across products, with a strong focus on:
- Acquiring new‑to‑bank customers
- Activating newly acquired and low- or non‑active existing customers
- Deepening customer relationships through increased product penetration
This role is critical in integrating data‑driven strategy with end‑to‑end digital execution, ensuring sustainable growth for ING Italia.
Your responsibilities
Lead End‑to‑End Digital Acquisition Strategy
- Own and evolve the full digital acquisition strategy across the entire sales funnel.
- Integrate performance marketing, SEO, paid media and conversion optimization into a coherent growth approach.
- Optimize digital marketing investments by increasing proximity to media auctions and strengthening internal digital media buying capabilities.
- Ensure governance alignment with Brand, Marketing & Communications.
Drive Continuous Performance Optimization
- Monitor and improve core KPIs including Cost per Acquisition (CPA), conversion rates, customer growth and channel quality..
- Drive iterative optimization of landing pages and digital funnels in close collaboration with Product Tribes.
Develop and Execute Customer‑Centric Growth Strategies
- Define and implement strategies to accelerate growth in primary, mobile and active customer segments.
- Operate autonomously to deliver development and retention initiatives alongside product‑led campaigns.
- Orchestrate omnichannel commercial communications and manage a dedicated below‑the‑line (BTL) incentives budget.
Deliver Customer Insights Across Private Individuals (PI) Organization
- Provide customer insight services to Tribes.
- Foster data fluency across teams by embedding analysts into product squads.
- Own customer analytics craftsmanship, methodology and Customer 360° data assets.
Own and Evolve the Martech Ecosystem
Oversee the full Martech stack, including:
- Digital analytics
- A/B testing and experimentation
- Campaign orchestration
- Content management systems
- Attribution and measurement models
Ensure the platform enables scalable, insight‑driven growth initiatives across ING Italia.
Segment‑Specific Martech Enablement
- While the Growth Tribe primarily supports the Private Individuals segment, enable Martech solutions for other segments in the Bank.
- Ensure clear segmentation ownership, where business logic and strategy remain with each segment.
Advance Growth‑Focused Analytics Capabilities
- Develop and deploy advanced analytics models focused on customer growth, lifetime value and churn prediction.
- Collaborate closely with Local Data teams and Global Analytics communities.
People Leadership
- Lead a high‑performance, purpose‑driven Tribe.
- Create clarity of mission and inspire teams around ING’s strategic ambitions.
- Ensure strong engagement, capability development and craftsmanship excellence.
- Coach and empower leaders to continuously build skills, knowledge and ownership across the Tribe.
Risk, Compliance & Governance
- Ensure full compliance with ING policies, local regulation and the ING risk management framework.
- Maintain strong understanding of regulatory requirements impacting digital sales and product management.
- Ensure risks are identified, documented and managed within agreed timelines.
Major Challenges
- Leading complex cross‑functional teams in an agile, data‑driven environment.
- Building and scaling capabilities required to deliver ambitious growth strategies.
- Balancing KPIs across customer outcomes, financial performance, risk and balance sheet metrics.
- Generating alignment, energy and commitment across ING Italia to the digital growth agenda.
- Staying ahead of market, technology and customer behavior trends.
- Influencing beyond formal hierarchies and collaborating across Tribes for the benefit of customers.
- Engaging and energizing senior stakeholders at local and global level.
Your profile
- 10+ years of relevant experience, ideally in banking, fintech or digital‑first organizations, strong international exposure, and fluency in English (Italian is a plus).
- Proven ability to lead large, cross‑functional agile teams, fostering high performance, engagement and craftsmanship.
- Deep expertise in digital growth, performance marketing and end‑to‑end funnel optimization, from acquisition to activation, retention and cross‑sell.
- A strong data‑driven mindset, with hands‑on experience using analytics, experimentation and customer insights to steer strategic and operational decisions.
- Solid knowledge of Martech ecosystems and the ability to scale platforms and capabilities across business segments.
- Strong commercial and strategic acumen, including pricing and incentive management, balancing customer value, financial performance and risk.
- Excellent stakeholder management and influencing skills, with the ability to align local and global teams beyond formal hierarchies.
- High awareness of risk, compliance and regulatory requirements, ensuring growth initiatives are executed safely and responsibly.
Working conditions: Full Time
Duration: Permanent
Location: Milan (hybrid)
About ING
ING offers many opportunities to build a diverse and rewarding career. You will be joining an international innovative digital bank, the first in Italy to adopt a fully flexible smart working model, and you will be working in a stimulating environment where you can grow both as an individual and as a professional.
Our purpose - empowering people to stay a step ahead in life and in business - represents our belief in people’s potential. We don’t judge, coach or to tell people how to live their lives. We empower people and businesses to realize their own vision for a better future.
#doyourthing is our brand direction with us each and every day. It is how we articulate our purpose and our promise to make banking frictionless to the world. ‘do your thing’ is about people being free to live the life they want to live, knowing that they will make their world a little better for it.
Do you think you are "a step ahead"? !
The benefits of joining ING
In addition to being a part of a great team, working in a fun and innovative environment, we offer:
- Super flexible smart working
- Competitive base salaries and performance based bonuses
- Diverse cultures & Innovative mindsets
- International Environment
- Commitment to sustainability
- Lots of training development opportunities to help you grow
- Lots of moments dedicated to physical and mental well-being
- A special day off when it is your birthday: we call it #doyourbirthday!
- And of course we can’t forget: free water & coffee at the office!
Our Commitment
Diversity is a fundamental element of our corporate culture, and we are fully committed to creating a safe and inclusive environment, based on mutual respect and the value of diversity, offering equal job opportunities to all qualified candidates.
Job Application Safety Reminder ️
We’re seeing an increase in fraudulent job offers. To protect yourself, please follow these key guidelines when applying for roles at ING:
- Apply only via official ING platforms: ING uses Workday as its internal recruitment system. Applications should be submitted only via our official career site.
- Check the sender’s email carefully: legitimate communication will always come from: @ing.com and/or @myworkday.com
- No payments or banking details will ever be requested. If someone asks for this information, it’s a scam.
