Guido Swinkels Email & Phone Number

Netherlands

Sydney, Nsw, Au

Leading the automation, digitisation, robotics and process improvement teams within ING Australia

Sydney, Nsw, Au

Leading the structural solutions team to optimise our automated customer review for our “Know Your Customer” regulatory requirements at onboarding, periodic review, event driven review and offboarding.

Sydney, Nsw, Au

Delivering Agile coaching to delivery teams as well as business and tech leaders to help transform ING from a traditional waterfall methodology to an Agile delivery capability. This includes coaching Tribe Leads, IT Area Leads, Product Owners, Developers, Testers, Chapter Leads in practices and principles of agile. Focus on priority, planning, alignment, autonomy, collaboration and creating high performing teams.Main achievements:- Significant increase in all key agile metrics by +20% to 50% for the tribes during my coaching responsibility- Significant increase in employees Net Promotor Score for all tribes during my coaching responsibility- Coaching 20+ teams simultaneously across Enterprise, Retail, Infrastructure, Risk, Architecture and Transformation Office

Sydney, Nsw, Au

Leader of the ING customer engagement and retention strategy on key digital releases and being the custodian for excellent customer experience in the design and execution process of new features. Main achievements:- Won several awards with the customer launch campaign that I designed for IF THIS THEN THAT in the Australian market- Launched and managed the experience and uptake of Everyday Round Up for Home Loans- Obtained PACE Coach certificate by initiating and leading a brand campaign project on ING’s innovation legacy and proofpoints;- Initiator and facilitator of the first shared prioritization workshop between marketing and CI to enhance collaboration.

Sydney, Nsw, Au

Joined ING Australia to lead the Savings & Deposits portfolio into a strong acquisition driver, whilst maintaining a profitable margin through developing a leading price positioning strategy, overseeing marketing initiatives and managing and enhancing the Savings Proposition. The Savings Portfolio consisted of 6 products for personal and business clients incl. Savings Maximiser, Savings Accelerator, Business Optimiser, Personal Term Deposits, and Business Term Deposits.Main achievements:- Turned around an average performing deposit portfolio into a strongly growing portfolio that performed 6x better than the Australian market whilst keeping in line with revenue appetite- Initiated and ran Savings SCRUM team that resulted in a series of new campaigns, customer enhancement initiatives and improved alignment between Products, Marketing, CI & Digital

Amsterdam Zuidoost, Nl

Leader of Personal Lending Squads consisting of various expertise (e.g. product managers, marketers, data scientists, DevOps, and user interaction designers) that focused on improving the customer journey for the application process of personal loans. Main achievements:- Building high-performing cross functional teams from individuals with diverse expertise;- Implementing the agile way of working;- Streamlined the delivery roadmaps for 4 squads working on personal loans;- Delivery of Personal Lending roadmap.

Amsterdam Zuidoost, Nl

Leader of a team of 9 members of various expertise (e.g. marketers, product managers, data scientists and user interaction designers) that developed new customer propositions from fact-based customer insights for the entire Tribe (400 employees ) and serves all personal and business clients in Payments, Savings and Loans.Main achievements:- Providing a safe landing ground for my team following the tumultuous large scale transformation to agile;- Implementing the agile way of working and being a key driver for delivering customers insights for the tribe of 400 employees;- Developed a new customer journey mapping method that became the benchmark within whole of ING NL;- Designed, developed and tested 8 new business propositions of which 6 have been build and launched in ‘16/’17.

Amsterdam Zuidoost, Nl

Responsible for the development and implementation of a new investment product for mass and affluent customers

Amsterdam Zuidoost, Nl

Responsible for the development and implementation of the savings strategy for mass and affluent customersMain responsibilities:- Product launch “Goal Saving”. Goal Saving is a nudging technique that triggers customers by use of gamification to formulate their savings goals and work towards it. - Developed the Mid Terms Plans for 2014 and 2015 for Savings in the Netherlands- E-commerce / Online strategy- Persuasion marketing- ATL / BTL campaign management

Sydney, Nsw, Au

- Developed a company-wide loyalty strategy across products (mortgages, payments, savings) to retain customers. - Build a program to reactivate dormant Savings customers. Delivered the campaign within a 4 month time window

Amsterdam Zuidoost, Nl

Developed a Social Media strategy for ING Savings in the Netherlands. Co-created the ING NL Facebook page and created the first product-related social media campaign of ING in the Netherlands

During my studies I ran two projects as a self-employed consultant on organizational design/change management. I started this company following a project I did for my professor that ended up in various consulting projects.Ideedock: Developed a business plan for a knowledge sharing system for organizations by means of gamificationAvenier: Drafted and facilitated the merger between 2 staff departments (10+ FTE) of 2 youth detention centers

Nijmegen, Gelderland, Nl

Launched a Center of Expertise that leveraged the knowledge of professors and associate professors to organizations via lectures, research assignment, business projects or indirectly via internships for students. The launch of the Centre of Expertise resulted from the business plan I initiated in 2008 which outlined the viability and profitability of such a Center connecting the university to businesses that I proposed to the Head of the Business School.

Nijmegen, Gelderland, Nl

Statistics, System Theory, Intervention in Organisations, Intervention Methodology, Principles of Marketing & Strategy

Amsterdam, Noord-Holland, Nl

Assessed, interviewed and selected potential candidates

Nl

As part of the ING International Talent Programme I got offered this internship. My intern assignment was to improve the ING Pension Plan web-interface called ‘Cyber Center’ that was in Korean language. I translated the full CyberCenter from Korean to English and then redesigned 14 high-priority customer journeys. At the end of the 3 month internship all 14, except 1 new journey had been implemented.

Responsible for the well-being of the guests from breakfast and dinner till the last drink of the evening.

Maastricht, Limburg, Nl

Conducted two research projects for a consultancy firm that is the primary partner of the Dutch government and related institutions on youth services and youth policy.

Synergy is the study association for Business Administration students in Nijmegen. Responsibilities: Chairman of a board of 5 full time members. Synergy is the study association for Business Administration students in Nijmegen. Synergy held 1600 members and 100 active members over 16 committees in that year.

Master Of Science (Msc) Cum Laude: Strategic Organizational Change, Business Administration

Bachelor Of Science (Bsc), Business Administration And Extracurricular Courses In Psychology & Economics

Atheneum, Economie & Maatschappij