At ING we are looking for Senior Customer Growth Strategist

Your role and work environment:

We are looking for a highly analytical strategist who uses data to understand customer behaviour, identify growth opportunities and define customer development strategies that drive commercial impact and long-term customer value.

The Customer Development team is responsible for accelerating customer growth and customer value by defining and implementing data-driven strategies across products, channels and customer journeys.

As a Customer Growth Strategist, you will combine hands‑on analysis with strategic thinking to identify opportunities, uncover actionable insights and define customer development strategies aimed at increasing customer engagement, primary banking relationships, product penetration and long-term customer value.

You will frame the most relevant business questions, develop hypotheses, explore customer, product, campaign, behavioural and financial data, and translate findings into strategic recommendations and commercial priorities.

You will work closely with Product, Digital Sales, Campaign Management, Marketing, Finance and Analytics stakeholders to transform insights into growth initiatives, investment decisions and measurable business outcomes.

Your key responsibilities:

As a Senior Customer Growth Strategist you will:

- Define the customer development strategy to increase customer engagement, primary banking relationships, product penetration and long-term customer value.
- Own the identification and prioritization of the most relevant customer growth opportunities across the customer lifecycle, translating them into strategic priorities, investment recommendations and commercial initiatives.




- Define the key business questions required to understand customer behaviour, commercial performance and customer value, translating them into analytical requirements, insights and strategic recommendations regarding customer growth investments, targeting and commercial priorities.
- Analyze customer, campaign, behavioural, transactional, product and financial data to identify growth opportunities, uncover actionable insights and validate strategic hypotheses.
- Lead the definition of growth strategies across products, customer segments and lifecycle stages, identifying the initiatives with the highest potential to increase customer value, sales and engagement.
- Define customer value strategies that optimize acquisition, engagement, retention, cross-sell and primary banking development, balancing commercial impact and long-term profitability.
- Develop strategies to increase sales, recurrent income and other key engagement behaviours by identifying the relevant customer segments, barriers, triggers, propositions, channels and moments of interaction.
- Define the strategic direction of customer communications, prioritization frameworks, targeting approaches and channel orchestration principles to maximize customer and business outcomes.
- Challenge existing assumptions, commercial practices and growth strategies,



bringing new perspectives and evidence-based recommendations to improve business performance.
- Translate complex analytical findings into clear strategic recommendations, business cases and execution roadmaps.
- Define measurement frameworks and KPIs to evaluate whether customer development strategies are delivering the expected commercial and customer outcomes.
- Monitor strategy performance, identify deviations from expected results and recommend corrective actions or new opportunities.
- Conduct exploratory and hypothesis-driven analyses independently, while partnering with analytical teams to ensure that advanced analyses and models address the right business questions and generate actionable conclusions.
- Align Product, Marketing, Digital Sales, Analytics and Finance stakeholders around a common customer growth strategy, facilitating prioritization and strategic decision-making.

What are we looking for?

- Master’s or Bachelor’s degree in Business, Economics, Finance, Engineering, Mathematics, Data Analytics or a related field.
- Ability to identify growth opportunities through data analysis, customer insights and commercial performance assessment, translating them into strategic initiatives.
- Significant experience in customer strategy, growth, commercial strategy, business analytics, CRM, customer value management or a related area.
- Strong strategic and commercial mindset, with the ability to connect customer insights, business objectives and financial outcomes.
- Advanced analytical thinking, with the ability to frame ambiguous business problems, develop hypotheses and determine which data and analyses are needed to answer them.
- Ability to transla

📌 Customer Growth Strategist (Madrid)
🏢 ING España&Portugal
📍 Madrid