Customer Journey Expert

At ING we are looking for a Customer Journey Expert (Digital Business Expert)
Your role and work environment:
We are looking for a Customer Journey Expert (Digital Business Expert) that can help us develop new customer features, seamless customer processes, and new enablers to be faster in future developments.
You will be capable of translating business needs into delivery requirements by working in the squads through the whole product lifecycle and acting as a bridge between business & IT.
You must be able to move from a "concept/idea" to a functional definition and customer journey, providing an efficient cut through and real definition of the MVP to deliver value in a sustained way.
You must be able to understand what ING architecture, databases, main building blocks, layers (front, middle and back), and technologies are required for each "concept/idea".
You will be responsible for the definitions of ready and done, and acceptance criteria for user stories in coordination with the IT team.
You are the "Business Guardian" of your product/service working with Risk, Compliance, and Legal stakeholders to ensure our products and services comply with regulations and policies.
You have an end-to-end responsibility for providing customers the most reliable and innovative way of managing their relationship with us, focusing on delivering the products and services they need, boosting sales while leveraging on the brand and bank customer obsession.
You will work closely with customers and key stakeholders to achieve the initiatives that respond to the vision, strategy, and roadmap of ING Spain.
You are passionate about improving the customer's experience in the different channels and have a broad knowledge of products and services strategy.
You have a data mindset , observing what happens around you and what we are building and challenging or adapting if we are not going in the right direction.
You work in Agile teams , always focusing on delivering value to our customers quickly while continuously improving the way we work.
You are also an active member of a Chapter supporting in improving the way of working and where you work on your craftsmanship.
You are a team player . You are actively involved in the maintenance, development, and realization of (new) services & functionalities. As an expert, you will deliver all the necessary business know-how and skills within the Squads to realize the shared Tribe purpose.
As a Digital Business Expert, you will report to a Business Lead.
Your key responsibilities:
As a Digital Business Expert, you will:
Agile Delivery: Translate business needs into requirements for implementation. Prioritize initiatives in short cycles based on value delivery for our customers, defining an initial MVP to be improved with the feedback gathered. Strive for efficiency, reducing complexity in our definitions and pursuing innovative solutions. Manage dependencies, non-financial risk issues, and impediments. Slice Epic into Features and Features into user stories that increase value for your product and for the customer. Write User Stories ensuring they follow the INVEST model principles. Ensure quality in production uploads.
Digital Strategy: As an expert in digital experience, be proactive in identifying new capabilities in our digital platform to engage our customers and increase efficiency of our assisted channels, bringing the best experience in moments of truth. Support the adoption of cybersecurity practices to effectively protect our customers from risks in the digital world.
Customer Experience: Provide the best customer experience by designing, mapping, and constantly improving the customer journey performance, leveraging on PACE methodology. Coupled with an end-to-end process view to collect CX insights and data; and translate it into UX and IT landscapes.
Product & Service Strategy: Lifecycle management to develop, launch, and maintain an attractive and compliant value proposition in the market, providing the best customer satisfaction. Responsible for guaranteeing bank revenue and benefit-cost balance, presenting business cases with benefit tracking after implementation. Commercial acumen to ensure accomplishment of business results.
Data Fluency: Comprehend, define, select, and analyze data to garner insights that enhance the decision-making process. Translate ambiguous environments into meaningful indicators and provide the capacity for driving powerful business insights faster.
What are we looking for?
Master or bachelor's degree with a minimum of 4 years of professional experience in product design.
Capability of translating business needs into delivery requirements, proven experience working with IT.
Curiosity to understand the industry, bank, and customer dynamics.
High-level understanding of IT basics (integrations, data flows, channels, architecture diagrams).
Planning & organizational skills.
Combination of analytical mindset and skills together with pragmatic thoughts to deliver and impact customers and bank results.
Driven, customer-focused, and results-oriented person.
Able to work autonomously, take initiative, and make things happen with a can-do attitude.
Clear communication skills (written and oral).
Problem-solving mindset.
Good team player, loving to collaborate with different people.
Excellent oral and written English skills.
Versatility and experience in several business domains is a plus.
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.
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.
Runners club with your own trainer.
Clinics with professional, world-class athletes.
Gympass service.
Employee Networks: Rainbow Lions (LGBTQI+) & Leonas.
Get to know Us
We are a team of more than 1600 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 a 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 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

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