Senior Customer Growth Strategist

About the role

ING is looking for a Senior Customer Growth Strategist in Madrid. The Customer Development team accelerates customer growth and value by defining and implementing data-driven strategies across products, channels and customer journeys. You will combine hands-on analysis with strategic thinking to turn customer, product, campaign, behavioural and financial data into growth initiatives, investment decisions and measurable outcomes.

Key responsibilities

• Define the customer development strategy to increase engagement, primary banking relationships, product penetration and long-term value.
• Identify and prioritise growth opportunities across the customer lifecycle and turn them into investment recommendations and commercial initiatives.
• Analyse customer, campaign, behavioural, transactional, product and financial data to validate hypotheses and uncover insights.
• Lead growth strategies across products, segments and lifecycle stages, and define value strategies for acquisition, engagement, retention, cross-sell and primary banking.
• Develop strategies to increase sales, recurring income and engagement by segment, barriers, triggers, propositions, channels and touchpoints.
• Shape communications, targeting, prioritisation and channel orchestration, and define measurement frameworks and KPIs.
• Monitor strategy performance, recommend corrective actions and align Product, Marketing, Digital Sales, Analytics and Finance stakeholders.

Required profile

• Master's or Bachelor's degree in Business, Economics, Finance, Engineering, Mathematics, Data Analytics or a related field.
• Significant experience in customer strategy, growth, commercial strategy, business analytics, CRM or customer value management.
• Experience defining or influencing customer growth, engagement, cross-sell, retention or primary banking strategies.
• Very good oral and written English and ability to work in an international, cross-functional environment.

Required skills

• Advanced analytical thinking and experience with customer, transactional, product, campaign, behavioural, sales and financial data.
• Solid understanding of customer value concepts such as lifetime value, profitability, incremental value and ROI.
• Knowledge of SQL and analytical tools is highly valued; the role does not require performing every advanced analysis independently.
• Strong communication, storytelling, prioritisation and stakeholder-influence skills.

What we offer

• Flexible working arrangements, including the option to work from home.
• Restaurant card, health and life insurance for you and your family, and a flexible remuneration model.
• Electric mobility solutions, doctor, hairdresser, gym and free company shuttle to the Madrid office.
• Banking benefits such as special loans and mortgage conditions.