At ING we are looking for a Customer Journey Expert Your role and work environment We are looking for a talented and driven Customer Journey Expert (CJE) to join our Growth and New Segments area of Daily Banking & Savings Tribe, which strongly supports the development and evolution of Cuenta START, our value proposition for younger sub-segments. In this role, you will be responsible for owning and evolving end-to-end customer journeys, ensuring the delivery of a best-in-class experience while driving business growth and strategic positioning in the youth segment. You will work in a cross-functional agile squad, collaborating closely with Product Owners, Tech, Data, Legal, Compliance, Fraud, and Architecture teams, acting as a key bridge between business and technology. Your key responsibilities: As a Customer Journey Expert you will: Own end-to-end customer journeys: design, align and evolve journeys from ideation to production, ensuring full definition across business, legal, compliance and technical domains Drive delivery from idea to production:



translate business needs into actionable requirements, define User Stories, support backlog refinement and ensure iterative MVP delivery until rollout. Lead cross-functional alignment: work closely with Legal, Compliance, Fraud, Architecture and Tech to ensure robust, compliant and scalable solutions. Act as Business Guardian: ensure journeys meet regulatory and internal standards, safeguarding customer and business integrity Be strongly data-driven: extract, analyze and interpret data to generate insights, monitor performance and support decision-making. Proactively understand customer behavior: monitor funnels, usage and customer feedback to identify opportunities and continuously improve journeys. Drive business impact: identify growth opportunities and contribute to improve acquisition, activation and engagement of START customers. Support Product Owner in backlog management and roadmap. Bring creativity and an out-of

📌 Customer journey expert (Santander)
🏢 Ing Eña E Portugal
📍 Santander