Customer Journey Expert - Accounts & Services

About the Position

Customer Journey Expert - Accounts & Services

At ING, we are looking for a talented and enthusiastic Customer Journey Expert to join our Surfing Account squad within the Daily Banking & Savings Tribe.

Responsibilities

As a Customer Journey Expert for Accounts & Services, you will:

• Contribute to the development of our customers by designing communication strategies to increase penetration in MPB and different value-added services ("Siempre cubierto", "Travel Plan"...)
• Continuously follow up on different campaigns, in collaboration with Growth, Marketing, and Customer Insights
• Maintain operational and financial risk under control, according to internal and external regulatory frameworks (SoX, 0 issues overdue, PARP, regulator requirements...)
• Support customers throughout their lifecycle by attending to and following up on their incidents
• Contribute to the maintenance of different assets, in collaboration with IT
• Build strong and healthy communication with all ING stakeholders to achieve our goals
• Increase customer satisfaction by managing the Voice of the Customer and proposing improvements
• Contribute to reducing calls by improving digital processes

Requirements

• At least 5 years in an agile team as a Customer Journey Expert
• Demonstrated experience managing products (both operational and commercial)
• Experience leading initiatives that involve internal and external stakeholders
• High analytical mindset
• Strong communication skills in Spanish and English
• Adaptation capability to changing environments
• Customer orientation

We Offer

• Balance That Works: Flexible work arrangements to balance work and personal life.
• Meal allowance: Flexible meal options to suit your needs.
• More than an office: On-site services like a doctor’s office, hairdresser, gym, and Employee Concierge.
• Health and life insurance: Protection for you and your immediate family.
• Flexible remuneration: Access to services like nursery vouchers, public transport, and training support.
• Commuting made easier: Free shuttle service connecting different areas of Madrid with ING MAD.
• Banking benefits: Preferential loan and mortgage conditions, and pension plan benefits.
• More vitality and belonging: Comprehensive wellbeing approach supporting financial, physical, mental, and social wellbeing.

About the Company

We are a team of more than 19,000 people committed to helping our clients create a better future for themselves by providing them with the tools they need to get where they want to go. We are a fully online bank where technology, innovation, simplicity, and transparency are the main ingredients, and we are the first to work with agile methodologies.

Based in Spain, we are part of an international bank with a presence in more than 40 countries. We are proud to have a diverse team and are committed to fostering a culture of Diversity, Inclusion, and Belonging to represent all collectives in society.

Apply now and join our team at ING!

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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 and LinkedIn as its internal recruitment system. Applications should be submitted only via our official career site or via ING job postings on LinkedIn.
• 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.