Digital Business Expert - ATM's

About the Position

At ING, we are looking for a Digital Business Expert for ATM’s to join our team in Madrid, Spain. This role plays a key part in shaping ING’s ATM strategy, ensuring that customers’ cash needs are met while delivering outstanding customer experience and maintaining strict cost efficiency.

Responsibilities

As a Digital Business Expert of Pay with Cash squad, you will:

• Lead and manage complex initiatives and projects involving internal and external stakeholders, working with challenging objectives and tight deadlines.
• Analyze customer behavior and consumption trends related to cash and ATMs, identifying patterns, opportunities, and risks across different networks.
• Build and maintain robust business cases, assessing financial impact, customer value, and strategic alignment to support decision-making.
• Continuously monitor financial drivers, evaluating their impact on the Dynamic Plan and proposing corrective or optimization actions.
• Contribute to business and network strategy, ensuring optimal ATM coverage and location, and proactively proposing changes when needed.
• Design and drive customer communication strategies, in close collaboration with Marketing and Customer Interaction teams, to guide customers towards the most convenient ATM solutions (for both customers and ING).
• Own and develop relationships with external partners, ensuring effective governance, performance monitoring, and smooth day-to-day collaboration.
• Ensure operational and financial risk is properly managed, in line with internal policies and external regulatory frameworks.
• Actively manage the Voice of the Customer, turning insights into concrete improvements that increase customer satisfaction and loyalty.
• Contribute directly to the business strategy, with a role that has visible impact on results and long-term positioning.

Requirements

• Proven experience in project and stakeholder management, ideally in complex environments with demanding goals and deadlines.
• Strong ability to develop and defend business cases, combining financial analysis with strategic and customer perspectives.
• Solid customer-centric mindset, with experience analyzing customer trends, behaviors, and usage patterns.
• Professional experience in similar roles, preferably managing products such as ATMs, cards, and/or cash-related services.
• Strong analytical skills, with advanced knowledge of Excel, Power BI, and/or MicroStrategy.
• Excellent communication skills in English and Spanish, with the ability to influence and align diverse stakeholders.
• High adaptability to changing environments and priorities.
• Attention to detail combined with a holistic, strategic view of the business.

We Offer

• Flexible work model, allowing you to determine which days you work from home and which you come to ING MAD.
• Restaurant card to help with lunch decisions.
• Comprehensive health and life insurance for you and your family.
• Flexible remuneration model with additional benefits such as nursery, transport card, and training aids.
• Free company shuttle with multiple routes to our ING office in Madrid.
• Special banking benefits including loans, mortgage conditions, and pension plan after one month with us.
• 360º care of the employee, including physiotherapy service, clinics with professional athletes, and Gympass service.
• Employee Networks: Rainbow Lions (LGBTQI+), Leonas & RIÑG.
• International Remote work program.

About the Company

We are a team of more than 1,800 people sharing one idea: doing our bit in 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 the first one to work with agile methodologies. Although we are based in Spain, we are lucky to work in an international bank with presence in more than 40 countries. We are proud to have a diverse team, and we are committed to continuing to develop a culture of Diversity, Inclusion, and Belonging to foster a culture of collaboration and innovation that represents all collectives in society. At ING, you belong just as you are. We hire and support people for their talent and potential - and we know that when you can be yourself, you do your best work.

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 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.