Customer Journey Expert

**REQ-10107168**:

- **15/01/2026**:

- **Customer Journey**:

- **Madrid, Spanje**ING Bank**

**At ING we are looking for a Customer Journey Epert (temporary)**

**Your role and work environment**:
We are looking for a talented and enthusiastic **Customer Journey Epert**to join our **Transfers**Team in tthe**Payments Tribe**

**Your key responsibilities**:
As a Customer Journey Epert (temporary):

- You are responsible to develop, launch and maintain an attractive product & service value proposition on the market providing the highest customer satisfaction.
- You are representing the “voice of the customer”, with focus on continuously improving customer journeys we are offering.
- You lead to provide a differentiating eperience for ING’s customers at optimal value and profitability for ING
- You 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 policies
- You lead to increase efficiency, reduce compleity, bringing the best eperience in the moments of truth and pursuing for innovative solutions.
- Having analytical skills, you comprehend, define, select and analyze data to gather insights that enhance the decision-making process. You are a pro-active thinker.
- You translate business needs in requirements for the implementation.
- You are able to lead and/or support comple programs, setting clear roadmaps and solving impediments.
- You are creative and an out-of-the bo thinker who likes to work in a multidisciplinary team in an agile environment where stakeholders and developers collaborate closely on a daily basis.
- You contribute to develop and maintain a customer engagement strategy focus on improving the conversion funnels.
- You contribute to create and constantly optimize the end-to-end processes supported by an operations management mindset.
- You contribute to build commercial plan, upselling and cross selling strategy.
- You contribute to 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 fitsdon’t hesitate to apply
- Driven and customer focused, loving to collaborate with different people
- Eperience in digital transformation and in the design and improvement of digital customer journeys
- Strong analytical skills
- Problem solving mindset, with ability to challenge the status quo and identify improvement initiatives
- Proven program management, planning & organizational skills
- Clear communications skills (written and oral)
- Passionate about innovation and new market trends
- Fluent oral and written English skills.
- Team player
- Self-organized and able to simplify in essential elements to accomplish the goals
- Negotiation and stakeholder management.
- Making things happen thanks to your ‘can do’ attitude.
- Master or bachelor’s degree with a minimum of 3 years of eperience

**What do we offer?**

The time you spend at work, the challenges you face or the lessons you get are very important, butWhat 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 fleible my friend.**

Our model is all about fleibility 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 more

**Health insurance.**

For you and all your family (spouse/partner and children).

**Life insurance.**

We help you protect what matters most to you.

**Fleible remuneration.**

In addition, you will enjoy our fleible remuneration model, through a more ta-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 belonging**

360º 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 Us**

We 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 t