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 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"...) 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 reduce calls, by improving digital procesess These are some of the qualities that we value the most for this role. At least 5 years in an agile team as CJE Strong communication skills in spanish and english 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 adaptable 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 belonging Our 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. We hire and support people for their talent and potential — and we know that when you can be yourself, you do your best work. En ING estamos buscando una persona para el puesto de Customer Journey Expert Tu función y entorno de trabajo:



Estamos buscando una persona talentosa y entusiasta para unirse como Customer Journey Expert a nuestro squad Surfing Account dentro de la Tribe Daily Banking & Savings. La responsabilidad de este equipo es ofrecer un servicio excepcional a la clientela transaccional, así como desarrollarla hacia MPB. Además, existen servicios de valor añadido como Travel Plan, Global Exchange o Tax Down, que queremos ofrecer de la mejor manera a nuestra clientela para aumentar su vinculación con el banco. Como Customer Journey Expert de Accounts & Services, te encargarás de: Contribuir al desarrollo de nuestra clientela, diseñando estrategias de comunicación para aumentar la penetración en MPB y en distintos servicios de valor añadido ("Siempre cubierto", "Travel Plan"...) Mantener bajo control el riesgo operativo y financiero, de acuerdo con el marco normativo interno y externo (SoX, 0 incidencias vencidas, PARP, requisitos del regulador...). Dar soporte a la clientela a lo largo de su ciclo de vida, atendiendo y realizando el seguimiento de sus incidencias. Al menos 5 años en un equipo agile como CJE. Experiencia demostrada en gestión de producto (tanto operativa como comercial). Experiencia liderando iniciativas que involucren a partes interesadas internas y externas. Sólidas habilidades de comunicación en español e inglés. En ING queremos que tu trabajo te llene en todos los sentidos, y por eso cuidamos hasta el más mínimo detalle. Con las necesidades de nuestros/as clientes/as en primer lugar, el equipo y tú acordáis cuándo venir a ING MAD y cuándo trabajar mejor desde casa. Recibe tu ayuda para comidas de la manera que mejor se adapte a ti: mediante una tarjeta de comida o directamente en tu nómina, ofreciéndote mayor flexibilidad y comodidad para gestionar tus necesidades dia

📌 Remote Customer Service Expert (España)
🏢 Ing
📍 España