At ING we are looking for a Customer Journey Expert
Your role and work environment: We are looking for a Customer Journey Expert that can help us develop new customer features, seamless customer processes and new enablers to be faster in future developments, in the following tribes: COO Products Tribe The responsibility of this team is to provide the best solution for Customer processes considering market behaviors, regulations, cost reduction and user requirements, delivering high quality developments based on Agile Methodology. Making things happen, helping others be successful, always being one step ahead—that’s our DNA.
Key responsibilities
- As a Customer Journey Expert: You are part of the delivery team to define functional requirements, participation in testing and support before the Go‑live.
- You analyze data to extract operational information for decision taken, create reports for Operations areas (MicroStrategy, Excel, Power Point, etc..).
- Analysis of evolutions, trends and volumes seeking improvements that increase customer satisfaction and cost efficiency.




- You are responsible for improving the service with an end‑to‑end mindset, for the day‑to‑day performance, for building reliable business operations and services, and for connecting it with internal or external parties.
- You work with Risk, Compliance, and Legal stakeholders, to make sure our products and services comply with regulation and policies.

What are we looking for?
- Master or bachelor’s degree with a minimum of 5 years of experience managing complex projects.
- Customer focused and results‑oriented person.
- Clear Communication: Excellent communication skills.
- Remote Collaboration: be adept at collaborating with team members in different time zones and cultural backgrounds.
- Cross‑Cultural Sensitivity & Empathy: Being aware of cultural differences within the offshore team foster a positive and harmonious work environment.
- Adaptability: be versátil and adaptable to changing circums

📌 Customer Journey Expert (Madrid)
🏢 Ing Bank Nv Sucursal En España
📍 Madrid