Customer Journey ExpertAt 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 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?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 applyAt 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
?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 moreHealth 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 versátil 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 usMore 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 ExpertEn 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.
Tus principales responsabilidadesContribuir 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"...).
Realizar un seguimiento continuo de diferentes campañas, de la mano de Growth, MK y CI.
Mantener bajo control el riesgo operativo y financiero, de acuerdo con el marco normativo interno y externo (SoX, 0 incidencia

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