Customer Journey Expert - Accounts & Services

About the role

ING is looking for a Customer Journey Expert to join its Surfing Account squad within the Daily Banking & Savings Tribe in Madrid. The team provides exceptional service to transactional customers and develops them toward Multi-Product Banking (MPB), while offering added-value services such as Travel Plan, Global Exchange and Tax Down.

Key responsibilities

• Design communication strategies to increase customer penetration in MPB and added-value services
• Follow up campaigns continuously, working with Growth, marketing and customer intelligence teams
• Keep operational and financial risks under control in line with internal and external regulations (SoX, PARP, regulator requirements)
• Support customers throughout their lifecycle by handling and following up incidents
• Contribute to maintaining assets together with IT
• Build strong communication with ING stakeholders and improve customer satisfaction by managing the Voice of the Customer
• Reduce call volume by improving digital processes

Required profile

• At least 5 years in an agile team as a Customer Journey Expert
• Demonstrated experience managing products, both operationally and commercially
• Experience leading initiatives involving external and internal stakeholders
• High analytical mindset, strong communication skills in Spanish and English, adaptability and customer orientation

What we offer

• Flexible working arrangements, with options to work from home
• Meal allowance paid by card or payroll
• Health and life insurance covering you and your immediate family
• Flexible remuneration with nursery vouchers, public transport and training support
• Free shuttle service between Madrid areas and the ING office
• Preferential loan conditions and special mortgage conditions after 6 months, plus a pension plan after 1 month
• Wellbeing support including on-site physiotherapy, Wellhub access and employee networks