Customer Journey Expert

At ING we are looking for a Customer Journey Expert (temporary)Your role and work environment:We are looking for a talented and enthusiastic Customer Journey Expert to join our Transfers Team in tthe Payments TribeYour key responsibilities:As a Customer Journey Expert (temporary) :You are responsible to develop, launchand maintain anattractive product& service value proposition on the market providing the highest customer satisfaction.You are representing the “voice of the customer”, with focusoncontinuously improvingcustomerjourneys we are offering.You leadtoprovidea differentiating experience for ING’s customers at optimal value and profitability for INGYou are the “Business Guardian” of your product/service working with Risk, Compliance, and Legal stakeholders, to make sure our products and services comply with regulation and policiesYou leadto increaseefficiency,reduce complexity,bringing the best experience in the moments of truthand pursuing for innovative solutions.Havinganalytical skills, you comprehend, define, select and analyze data to gather insights that enhance the decision-making process.You are a pro-active thinker.You translatebusiness needs in requirements for the implementation.You are able to leadand/orsupportcomplex programs, setting clear roadmaps and solving impediments.You are creative and an out-of-the box thinker who likes to work in a multidisciplinary team in an agile environmentwhere stakeholders and developers collaborate closely on a daily basis.Youcontributetodevelop and maintain a customer engagement strategy focus on improving the conversion funnels.Youcontributetocreate and constantly optimizetheend-to-end processessupported by anoperations management mindset.Youcontributeto buildcommercial plan, upselling and cross selling strategy.Youcontributeto support the adoption of cyber security practices for effectively protect our customers against risks in the digital world.What are we 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 applyDriven and customer focused, loving to collaborate with different peopleExperience indigital transformation and in the design and improvement of digital customer journeysStronganalytical skillsProblem solving mindset, with ability to challenge the status quo and identify improvement initiativesProvenprogram management,planning & organizational skillsClear communications skills (written and oral)Passionate about innovation and new market trendsFluentoral and written English skills.Team playerSelf-organizedand ableto simplifyinessential elements to accomplish the goalsNegotiation and stakeholder management.Making things happen thanks to your ‘can do’ attitude.Masteror bachelor’s degree with a minimum of3years of experienceWhat 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 youBe 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 moreHealth 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.More vitality and more belonging360º 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 UsWe are a team of more than 1700 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