Customer Journey Expert Delivery - Communications Platforms

Your role and work environment: We are looking for a Customer Journey Expert focused on delivery, to join our squad working on the Customer Communications Platform. The role is focused on driving the end-to-end delivery of technical initiatives, working closely with IT to ensure solutions are correctly defined, built and delivered into production. The squad focuses on tools and capabilities that enable customer communications (e.G. notifications, inbox, messaging and communication orchestration), so experience or interest in customer communications and journeys is highly valued. You will be part of a multidisciplinary squad, collaborating with developers and stakeholders to continuously improve our platform and customer experience.

Your key responsibilities: As a Customer journey expert, you will:

- Translate business needs into clear and actionable requirements, ready for development
- Create and manage user stories and backlog items in Azure DevOps
- Define acceptance criteria and ensure alignment with developers during refinement
- Follow up on the development lifecycle to ensure timely and quality delivery
- Support testing activities, ensuring functionality works as expected before release
- Monitor solutions after production and contribute to incident analysis and resolution
- Identify improvements and continuously contribute to the evolution of the platform

What are we looking for? We are looking for a hands‑on profile with strong delivery mindset, comfortable working in agile environments and closely with IT teams.

Required profile

- Experience in Agile environments (Scrum)
- Experience working with technical teams (developers, architects, etc.)




- Ability to translate needs into functional/technical requirements
- Strong ownership and focus on execution and delivery
- Valuable (but not mandatory) Experience working with complex systems or platforms
- Basic understanding of data validation or SQL
- Experience in testing, incident management or production follow‑up
- Experience in environments with multiple integrations or dependencies
- Experience in customer communications platforms or tools (e.G. messaging, notifications, communications orchestration)
- Experience designing or working with customer communication journeys

Competencies
- Strong delivery and execution mindset
- Ability to work in cross‑functional teams
- Proactive and problem‑solving attitude
- Clear communication with technical and non‑technical profiles
- Focus on continuous improvement

What do we offer?
- Restaurant card. So that thinking about what to have for lunch doesn’t take up your time or your cravings. Our house will be your home. In our offices you can find electric mobility solutions, doctor, hairdresser, gym, The Good Service (to help you with your errands) and much more!
- Health insurance. For you and all your family (spouse/partner and children).
- Life insurance. We help you protect what matters most to you.
- Adaptable remuneration. In addition, you will enjoy our flexible remuneration model, through a more tax-advantaged way, you will be able to access other services such as nursery, transport card, training aids…
- Free company shuttle. It doesn't matter where you live. We have 6 routes (North, Central, South, A5, A42 and A6) to get you to our ING office in Madrid comfortably.
- Banking benefits. Special loans with more beneficial conditions. Special mortgage conditions after 6 months working at the

📌 Customer Journey Expert Delivery - Communications Platforms (Madrid)
🏢 Ing Bank Nv Sucursal En España
📍 Madrid