At ING we are looking for Customer Journey Expert
Your role and work environment: We are looking for a talented and enthusiastic Customer Journey Expert to join our Surfing Account squad of Daily Banking & Savings Tribe. The responsibility of this team is to give an outstanding service to the transactional customers, as well as develop them towards MPB. In addition, there are added value services such as travel plan, General Exchange or Tax Down, that we want to offer in the best way to our customers, to increase their engagement with the bank.
Your key responsibilities:
- 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 CI
- Having 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 customers
- Contributing to the maintenance of the different assets, hand in hand with IT
- Building strong and healthy communication with all the ING Stakeholders to reach our goals
- Increase the customer satisfaction, managing the Voice of the Customers and proposing improvements
- Contributing to reduce calls, by improving digital procesess
What are we looking for?
- At least 5 years in an agile team as CJE
- Demonstrated experience managing product (both operative and commmercial)
- Experience leading initiatives that involve external and internal stakeholders
- High analitical mindset
- Strong communication skills in spanish and english
- Adaptation capability to changing environment
- Customer orientation
What do we offer?
The time you spend at work, the challenges you face or the lessons you get are very important, but… What about your personal life? At ING we
📌 Customer Journey Expert (Madrid)
🏢 Ing Bank Nv Sucursal En España
📍 Madrid
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