Customer journey expert - accounts & services

At ING we are looking for Customer Journey Expert

Your role and work environment:

We are looking for a talented and enthusiastic Customer Journey Expert to join our Surfing Account squad of Daily Banking & Savings Tribe. The responsibility of this team is to give an outstanding service to the transactional customers, as well as develop them towards MPB. In addition, there are added value services such as travel plan, Global Exchange or Tax Down, that we want to offer in the best way to our customers, to increase their engagement with the bank.

Your key responsibilities:

As a customer journey expert of Accounts & Services you will:

• Contributing to the developing of our customers, by designing communication strategy in order to increase the penetration in MPB and different added value services ("Siempre cubierto", "Travel Plan"...)
• Continuous follow up of different campaigns, hand in hand with growth, MK and CI
• Having the operative and financial risk under control, according with the internal and external regulatory framework (SoX, 0 issues overdue, PARP, regulator requirements...)
• Support customer in life by attending and following up the incidents of the customers
• Contributing to the maintenance of the different assets, hand in hand with IT
• Building strong and healthy communication with all the ING Stakeholders to reach our goals
• Increase the customer satisfaction, managing the Voice of the Customers and proposing improvements
• Contributing to reduce calls, by improving digital processes

What are we looking for?

Want to know if this job is made for you? These are some of the qualities that we value the most for this role. And if the shoe fits… don’t hesitate to apply!

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

What do we offer?

The time you spend at work, the challenges you face or the lessons you get are very important, but… What about your personal life? At ING we want your work to fulfill you in every way, and that is why we take care of even the smallest details.

Check out what is waiting for you!

• Balance That Works. We put balance to work, so you can do it too. With our customers’ needs first, the team’s and your own, we agree when to come to ING MAD and when to work best from home. More time together when it matters, more freedom when you need it.
• Meal allowance. Receive your meal allowance in the way that best suits you: through a meal card or directly in your payroll, giving you greater flexibility and convenience in managing your everyday needs.
• More than an office. In our offices you can find doctor’s office, hairdresser, gym, Employee Concierge (to help you with your errands) and much more!
• Health and life insurance. We help you protect what matters most to you, including you and your immediate family.
• Flexible remuneration. Enjoy access to services such as nursery vouchers, public transport and training support, as well as other benefits through our flexible remuneration model.
• Commuting made easier. Our free shuttle service connects different areas of Madrid with ING MAD, helping make your commute to the office more comfortable and convenient.
• Banking benefits. Loans with preferential banking conditions. Special mortgage conditions after 6 months working at the bank. And you can benefit from our pension plan after 1 month with us!
• More vitality and more belonging. Our 360º wellbeing approach supports employees across Financial, Physical, Mental and Social Wellbeing. On-site physiotherapy service. A strong wellbeing culture, including Wellhub access, sports communities and activities.
• Employee Networks: Rainbow Lions (LGBTQI+), Leonas & RIÑG.
• International Remote work program.

Get to know Us

We are a team of more than 19.00 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. A fully online bank where technology, innovation, simplicity and transparency are the main ingredients, and the first one to work with agile methodologies. And 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 continue developing a culture of Diversity, Inclusion and Belonging to foster a culture of collaboration and innovation that represents all collectives in the society. And even though we look orange on the outside, we are green on the inside. Our ambition in Sustainability is Empowering (y)our Sustainability journey. We are embarking on our path, for us, but we are also there for when our clients decide to embark on this journey. Making things happen, helping others be successful, always being one step ahead—that’s our DNA. If you look at yourself in the mirror and your reflection matches our way of being and working…we are looking forward to meeting you! 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.