Customer Development Expert – Business Banking Spain

At ING we are looking for a Customer Development Expert to join our Business Banking team. The mission of this role is to drive customer‑led growth by representing the voice of the Business Banking customer and translating customer feedback, market developments, and competitive insights into actions that improve customer relevance, proposition adoption, and commercial performance.

¡Inscríbase sin demora! Se espera un gran volumen de solicitantes para el puesto que se detalla a continuación, no espere para enviar su CV.
Key Responsibilities

- Represent the voice of the customer across Business Banking and ensure customer needs are reflected in strategic, commercial, and operational decisions.
- Consolidate and analyze customer feedback, signals, market intelligence, and industry trends to identify opportunities for growth and customer value creation.
- Identify customer needs, pain points, and unmet opportunities, translating insights into recommendations that influence products, propositions, processes, and customer journeys.
- Support the definition, validation, and successful launch of new value propositions for self‑employed professionals and SMEs.
- Partner with Product, Growth, Brand, and Customer Experience teams to test and validate initiatives and commercial propositions with customers.
- Own Business Banking competitive benchmarking and monitor external best practices, identifying opportunities for differentiation and innovation.
- Contribute to the evolution of customer engagement strategies and commercial priorities through a deep understanding of customer behavior and market dynamics.
- Leverage customer listening frameworks, market research, and customer insight methodologies to generate actionable recommendations.




- Promote a customer‑centric culture and ensure decisions are grounded in customer evidence and market realities.

Professional Experience
- Mandatory experience in Business Banking, including direct exposure to self‑employed professionals and SME customer segments.
- Strong knowledge of the Spanish Business Banking market and customer needs is highly valued.
- Proven experience in customer insights, customer experience, proposition development, market research, strategy, commercial development, or related disciplines.
- Experience supporting the design, validation, or launch of customer value propositions and commercial initiatives.
- Demonstrated ability to transform customer and market insights into business actions and measurable outcomes.

Technical Skills
- Strong understanding of customer‑centric methodologies, Voice of Customer practices, and customer journey thinking.
- Experience conducting customer research, market analysis, and competitive benchmarking.
- Strong analytical capabilities and ability to identify trends, opportunities, and growth drivers from qualitative and quantitative information.
- Ability to develop compelling business recommendations based on customer evidence and market intelligence.
- Comfortable working with customer listening frameworks, customer feedback programs, and insight generation methodologies.

Personal Competencies
- Customer obsessed,



with a genuine passion for understanding customer needs and behaviors.
- Strong commercial mindset and ability to balance customer value with business performance.
- Excellent stakeholder management and influencing skills.
- Strong communication and storytelling capabilities, able to translate complex insights into clear recommendations.
- Curious, proactive, and continuously looking for opportunities to improve customer outcomes.
- Collaborative team player who thrives in cross‑functional environments.

Education

Bachelor’s degree required. Postgraduate qualifications or specialized training in Marketing, Business, Strategy, Customer Experience, or related topics are valued.

Languages

Spanish and English proficiency required.

What will make you stand out?

- Deep expertise in the Spanish SME and self‑employed segments.
- Experience launching and scaling customer value propositions within Business Banking.
- Experience working closely with product, commercial, or growth teams.
- Knowledge of customer listening frameworks, NPS programs, and customer insight methodologies.
- Experience in digital banking or customer‑centric transformation initiatives.

What we offer

We provide a flexible remuneration model, comprehensive health and life insurance for you and your family, and access to a range of benefits including a restaurant card, electric mobility solutions, on‑site physiotherapy and gym services, and free company shuttle to our Madrid office. xqbhyrx Additional benefits include special loan and mortgage conditions after six months of employment and a pension plan available from month one. We also support work‑life balance with versátil working arrangements and an international remote working program.

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📌 Customer Development Expert (Business Banking Spain) (Madrid)
🏢 Ing Bank Nv Sucursal En España
📍 Madrid