Digital Transformation: What's the Role of HR Case Study—ING

HR played a critical role in introducing agile transformation within ING Belgium’s Delivery and Client Services units, leading efforts to:

• Craft the vision, messaging, and campaign to ensure that employees understood why the changes were necessary and how they, and ING, would benefit;

• Reshape the Delivery and Client Services workforce and job structure;

• Equip employees and leaders for new ways of working;

• Revamp formal talent processes to reflect the organization’s new culture and ways of working; and

• Use data and analytics to track progress, measure impacts, and make decisions.