Experteer Overview
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In this role you design and continuously improve end-to-end communications for Private Banking clients, aligning business priorities with customer needs, data, channels and regulatory requirements. You will shape multi-channel journeys and engagement models to strengthen client relationships and drive business outcomes. Working with cross-functional teams, you ensure personalized, compliant interactions across digital and human touchpoints. You will base decisions on data to boost engagement, satisfaction and commercial performance while evolving ING's Private Banking proposition.
Compensaciones / Beneficios
• Define and maintain the client communication strategy across the full lifecycle
• Translate business priorities into customer-centric plan, campaigns and contact strategies
• Maintain global view of communications strategy balancing relevance, saturation and business needs
• Design, map and optimize end-to-end journeys for Private Banking products and services
• Identify friction points and opportunities via journey mapping and performance data
• Develop trigger-based, event-driven and lifecycle communications to improve engagement and value
• Monitor journey performance and continuously improve conversion and experience metrics
• Personalize communications and select appropriate messages,



channels and moments
• Manage communications across digital channels, mobile, product flows and other touchpoints
• Use CRM and marketing automation tools to design, activate and optimize communications
• Contribute to digital experience design by defining requirements and acceptance criteria
• Work with UX, Engineering and Analytics to create scalable experiences
• Validate solutions through experimentation, feedback and data analysis
• Use data to identify opportunities, track KPIs and drive improvements
• Drive experimentation and A/B testing to maximize impact
Responsabilidades
• Bachelor’s or Master’s degree
• Proven experience in Customer Journey Management, CRM, Marketing, Digital Experience, Product xqbhyrx Management or Customer Experience
• Experience defining personalized communications with UNICA, Adobe Journey Optimizer or other marketing automation platforms
• Strong understanding of customer lifecycle management and cross-channel strategies
• Data-driven mindset with translating insights into action
• Strong stakeholder management, collaboration and influencing skills
• Ability to operate in complex environments with global overview and scalable solutions
• Written and spoken English and Spanish
Requisitos principales
• versátil working arrangement
• restaurant card
• health insurance for family
• life insurance
• flexible remuneration
• pension plan

📌 Private Banking CRM Specialist (Madrid)
🏢 Ing Banking
📍 Madrid