We are looking for a talented and enthusiastic Customer Journey Expert to join our Surfing Account squad of Daily Banking & Savings TribeThe responsibility of this team is to give an otstanding service to the transactional customers, as well as develop them towards MPB. In addition, there are added value services such as travel plan, Global Exchange or Tax Down, that we want to offer in the best way to our customers, to increase their engagement with the bank. As a customer journey expert of Accounts & Services you will: Contributing to the developing of our customers, by designing communication strategy in order to increase the penetration in MPB and different added value services ("Siempre cubierto", "Travel Plan"...)Continuos follow up of different campaigns, hand in hand with growth, MK and CIHaving the operative and financial risk under control, according with the internal and external regulatory framework (SoX, 0 issues overdue, PARP, regulator requirements...)Support customer in life by attending and following up the incidents of the customersContributing to the maintenance of the different assets, hand in hand with ITBuilding strong and healthy communication with all the ING Stakeholders to reach our goalsIncrease the customer satisfaction, managing the Voice of the Customers and proposing improvementsContributing to reduce calls, by improving digital procesessWhat are we looking for?

These are some of the qualities that we value the most for this role.



At least 5 years in an agile team as CJEDemonstrated experience managing product (both operative and commmercial)Experience leading initiatives that involve external and internal stakeholdersHigh analitical mindsetStrong communication skills in spanish and englishAdaptation capability to changing environmentCustomer orientationWhat do we offer? With our customers' needs first, the team ́s and your own, we agree when to come to ING MAD and when to work best from home.

More than an office. In our offices you can find doctor's office, hairdresser, gym, Employee Concierge (to help you with your errands) and much more! Health and life insurance. We help you protect what matters most to you, including you and your immediate family.

Enjoy access to services such as nursery vouchers, public transport and training support, as well as other benefits through our versátil remuneration model. Our free shuttle service connects different areas of Madrid with ING MAD, helping make your commute to the office more comfortable and convenient. More vitality and more belongingOur 360o wellbeing approach supports employees across Financial, Physical, Mental and Social Wellbeing.

On-site physiotherapy service.

Employee Networks: Rainbow Lions (LGBTQI+), Leonas & RIÑG.

International

Remote work program. A fully online bank where technology, innovation, simplicity and transparency are the main ingredients, and the first one to work with agile methodologies .And although we are based in Spain, we are lucky to work in an international bank with presence in more than 40 countries. We are proud to have a diverse team, and we are committed to continue developing a culture of Diversity, Inclusion and Belonging to foster a culture of collaboration and innovation that represents all collectives in the society.

And even though we look orange on the outside, we are green on the inside . Our ambition in Sustainability is Empowering (y)our Sustainability journey .

📌 Remote Customer Service Expert - Spanish speaking (Madrid)
🏢 Ing
📍 Madrid