Customer Journey Expert

Asegúrese de leer la descripción completa a continuación y, si confía en que cumple todos los requisitos, envíe su solicitud de inmediato.

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.
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?

Want to know if this job is made for you? These are some of the qualities that we value the most for this role. And if the shoe fits… don’t hesitate to apply




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 want your work to fulfill you in every way, and that is why we take care of even the smallest details. Check out what is waiting for you Balance That Works. We put balance to work, so you can do it too. 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 time together when it matters, more freedom when you need it.
Meal allowance. Receive your meal allowance in the way that best suits you: through a meal card or directly in your payroll, giving you greater flexibility and convenience in managing your everyday needs.
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.
Flexible remuneration.



Enjoy access to services such as nursery vouchers, public transport and training support, as well as other benefits through our flexible remuneration model.
Commuting made easier. Our free shuttle service connects different areas of Madrid with ING MAD, helping make your commute to the office more comfortable and convenient.
Banking benefits. Loans with preferential banking conditions. Special mortgage conditions after 6 months working at the bank. And you can benefit from our pension plan after 1 month with us
More vitality and more belonging Our 360º wellbeing approach supports employees across Financial, Physical, Mental and Social Wellbeing. On-site physiotherapy service. A strong wellbeing culture, including Wellhub access, sports communities and activities. Employee Networks: Rainbow Lions (LGBTQI+), Leonas & RIÑG. International Remote work program.
En ING estamos buscando una persona para el puesto de Customer Journey Expert

En ING estamos buscando una persona para el puesto de Customer Journey Expert Tu función y ambiente 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.
Tus principales responsabilidades

Contribuir al desarrollo de nuestra clientela, diseñando estrategias de comunicación para aumentar la penetración en

📌 Customer Journey Expert (Madrid)
🏢 Ing Bank Nv Sucursal En España
📍 Madrid