Descripción de la oferta
Job OverviewAt ING we are looking for a Customer Journey Expert (CJE) to join our Growth and New Segments area of Daily Banking & Savings Tribe, supporting the development and evolution of Cuenta START, our value proposition for younger sub‑segments.In this role you will own and evolve end‑to‑end customer journeys, ensuring 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 with Product Owners, Tech, Data, Legal, Compliance, Fraud and Architecture teams, acting as a key bridge between business and technology.Key ResponsibilitiesOwn 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, analyse and interpret data to generate insights, monitor performance and support decision‑making.Proactively understand customer behaviour: monitor funnels, usage and customer feedback to identify opportunities and continuously improve journeys.Drive business impact: identify growth opportunities and contribute to improving acquisition, activation and engagement of START customers.Support Product Owner in backlog management and roadmap.Required QualificationsProven experience in product and customer journey design, 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.BenefitsFlexible working model – choose work‑from‑home days in cooperation with your team.Restaurant card and flexible remuneration model with tax‑advantaged benefits, including nursery, transport and training aids.Free company shuttle with multiple routes to ING Madrid office.Health, life and pension insurance – covering you and your family.Special banking benefits: preferential loan and mortgage conditions after six months of employment.Wellness programmes: onsite physiotherapy, gympass service and other health initiatives.Employee networks supporting diversity, inclusion and belonging.International remote‑work program.We hire and support people for their talent and potential, and we know that when you can be yourself, you do your best work. At ING you belong just as you are.
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