At ING we are looking for Private Banking CRM Specialist We are looking for a person with a strong communications mindset: someone who can design, orchestrate and continuously improve the end-to-end communication experience for Private Banking clients, connecting business priorities, customer needs, data, channels and regulatory requirements into clear, relevant and effective client interactions.

Your key responsibilities

Customer Communication Strategy Define and maintain the communication strategy for Private Banking clients across the full customer lifecycle. Translate business priorities into relevant, customer-centric communication plans that support commercial, service and relationship objectives. Define campaign and contact strategies with the business lines, ensuring the right target, timing, channel and message for each use case. Keep a integral view of ING’s communications strategy, balancing client relevance, saturation and frequency rules with business needs.

Customer Journey Design

Design,



map and optimise end-to-end journeys for Private Banking products and services. Identify friction points, communication gaps and opportunities through journey mapping, customer insights and performance data. Develop trigger-based, event-driven and lifecycle-based communications to improve engagement, client value and customer experience. Monitor journey performance and continuously improve conversion, engagement and experience metrics.

Channel, CRM and Personalisation

Personalise communications and make each interaction between clients and ING as relevant as possible. Someone who has experience defining personalise communications with communications tools like UNICA, Adobe Journey Optimizer or other Marketing Automation Tools & Campaign Tools. Use data and a deep understanding of customer journeys to choose the most appropriate message, channel and moment. Manage client communications across digital channels, mobile, product flows and other existing touchpoints. U

📌 Private Banking CRM Specialist (Madrid)
🏢 Ing Bank Nv Sucursal En España
📍 Madrid