Descripción de la oferta
At ING we are looking for a Customer Journey Expert
Your role and work environment
We are looking for a talented and driven Customer Journey Expert (CJE) to join our Growth and New Segments area of Daily Banking & Savings Tribe, which strongly supports the development and evolution of Cuenta START, our value proposition for younger sub-segments.
In this role, you will be responsible for owning and evolving end-to-end customer journeys, ensuring the delivery of a best-in-class experience while driving business growth and strategic positioning in the youth segment.
You will work in a cross-functional agile squad, collaborating closely with Product Owners, Tech, Data, Legal, Compliance, Fraud, and Architecture teams, acting as a key bridge between business and technology.
Your key responsibilities:
As a Customer Journey Expert you will:
- Own end-to-end customer journeys: design, align and evolve journeys from ideation to production, ensuring full definition across business, legal, compliance and technical domains
- Drive delivery from idea to production: translate business needs into actionable requirements, define User Stories, support backlog refinement and ensure iterative MVP delivery until rollout.
- Lead cross-functional alignment: work closely with Legal, Compliance, Fraud, Architecture and Tech to ensure robust, compliant and scalable solutions.
- Act as Business Guardian: ensure journeys meet regulatory and internal standards, safeguarding customer and business integrity
- Be strongly data-driven: extract, analyze and interpret data to generate insights, monitor performance and support decision-making.
- Proactively understand customer behavior: monitor funnels, usage and customer feedback to identify opportunities and continuously improve journeys.
- Drive business impact: identify growth opportunities and contribute to improve acquisition, activation and engagement of START customers.
- Support Product Owner in backlog management and roadmap.
- Bring creativity and an out-of-the-box mindset, thriving in a multidisciplinary agile environment where stakeholders and developers collaborate daily
What We’re 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!
- Proven experience in product, customer journey ideally in digital or banking environments.
- Strong experience in designing and implementing end-to-end customer journeys, including cross-functional validation with Legal, Compliance, Risk and Tech.
- Data‑driven and analytical mindset, with a clear focus on results.
- Strategic and creative thinker with a proactive, hands‑on attitude and strong drive to make things happen.
- Customer-centric mindset.
- Enthusiastic team player.
- Excellent understanding of Agile ways of working, backlog management and MVP delivery.
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!
Be flexible my friend.
Our model is all about flexibility and accountability. Keeping both our customers and our colleagues’ needs in mind, you determine together which days you work at home and which you come to ING MAD to offer your best self. Do your thing.
Restaurant card.
So that thinking about what to have for lunch doesn’t take up your time or your cravings.
Our house will be your home.
In our offices you can find electric mobility solutions, doctor, hairdresser, gym, The Good Service (to help you with your errands) and much more!
Health insurance.
For you and all your family (spouse/partner and children).
Life insurance.
We help you protect what matters most to you.
Flexible remuneration.
In addition, you will enjoy our flexible remuneration model, through a more tax-advantaged way, you will be able to access other services such as nursery, transport card, training aids…
Free company shuttle.
It doesn't matter where you live. We have 6 routes (North, Central, South, A5, A42 and A6) to get you to our ING office in Madrid comfortably.
Banking benefits.
Special loans with more beneficial 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
360º care of the employee (physical, mental, social connection & purpose).
Physiotherapy service on site.
Clinics with professional, world-class athletes.
Gympass service.
Employee Networks: Rainbow Lions (LGBTQI+), Leonas & RIÑG.
International Remote work program.
Get to know Us
We are a team of more than 1800 people sharing one idea: doing our bit in helping our clients create a better future for themselves, by providing them with the tools they need to get where they want to go.
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 are embarking on our path, for us, but we are also there for when our clients decide to embark on this journey.
Making things happen, helping others be successful, always being one step ahead—that’s our DNA. If you look at yourself in the mirror and your reflection matches our way of being and working…we are looking forward to meeting you!
At ING, you belong just as you are. We hire and support people for their talent and potential — and we know that when you can be yourself, you do your best work.
Job Application Safety Reminder
We’re seeing an increase in fraudulent job offers. To protect yourself, please follow these key guidelines when applying for roles at ING:
- Apply only via official ING platforms: ING uses Workday and LinkedIn as its internal recruitment system. Applications should be submitted only via our official career site or via ING job postings on LinkedIn.
- Check the sender’s email carefully: Legitimate communication will always come from @ing.com and/or @myworkday.com.
- No payments or banking details will ever be requested: If someone asks for this information, it’s a scam.
