ING appoints chief innovation officer

One of the key points of ING Bank’s Think Forward strategy is an improved focus on innovation. In this context, ING Bank is appointing a chief innovation officer (CINO), who will be responsible for driving ING’s strategic innovation agenda, developing and promoting innovative ideas and solutions, applying new technologies and delivering speed-to-market successful ideas. Brunon Bartkiewicz (Polish nationality, 1962) will start in this new role as from 1 July 2014. He will report to ING’s CEO, Ralph Hamers.

Below, Brunon Bartkiewicz answers four questions about the importance of innovation in the banking sector.

What does innovation mean to you?

Innovation is about having a constant stream of ideas, choosing the best ones and executing them well. The ideas need to be customer focused and make the lives of our customers easier. Innovation is not necessarily about doing something that the latest technology allows.

Why is it so important for a bank like ING?

In a dynamic banking landscape, ING’s banking model is evolving quickly from strategies based on amassing large numbers of customers to an emphasis on standing out from the crowd and attracting customers by doing something special. To stay ahead and lead the crowd, which is our ambition, we need to innovate.

The process of innovation is all about capturing the stream of ideas and an efficient and timely execution of these ideas. Our proof of success is an ever-growing customer base that is happy with the products and services we provide. We have to earn the right to offer more services to customers. We want to be better, in their eyes, every day.

What does it take to be at the forefront of innovation in banking?

ING already has a track record in generating things that add value for the customer. Look at for example ING Direct, which we began in Canada in 1997. At the time, ING Direct was considered unorthodox but we were just listening to customers, hearing their needs and acting upon that information.

You need to be clear about what you want to achieve from innovation and be very good in execution. You need to provide the customer with something of value, which makes his or her life easier and helps them stay a step ahead in life and business. I am a big believer in the fact that we can achieve a lot when the organisation works closely together around the need to innovate. ING has done this well, and we have managed to do things our competition either hadn't thought of or wouldn't dare to do. If we continue to do this well, it will strengthen our competitive edge.

What can customers expect from ING in the coming years?

Well, one thing is for sure, ING will do its utmost to become more relevant to customers. We are an innovative organisation. The flow of good ideas from within the organisation to innovate and improve the customer experience is significant. That makes me confident and optimistic that we can succeed. We just need to be faster.