Private Banking CRM Specialist

At ING we are looking for Private Banking CRM Specialist We are looking for a person with a strong communications mindset: someone who can design, orchestrate and continuously improve the end-to-end communication experience for Private Banking clients, connecting business priorities, customer needs, data, channels and regulatory requirements into clear, relevant and effective client interactions.

Si sus habilidades, experiencia y cualificaciones coinciden con las de esta

descripción del puesto
, no demore su solicitud.
Your

key responsibilities

Customer Communication Strategy Define and maintain the communication strategy for Private Banking clients across the full customer lifecycle. Translate business priorities into relevant, customer-centric communication plans that support commercial, service and relationship objectives. Define campaign and contact strategies with the business lines, ensuring the right target, timing, channel and message for each use case. Keep a global view of ING’s communications strategy, balancing client relevance, saturation and frequency rules with business needs.

Customer Journey Design

Design, map and optimise end-to-end journeys for Private Banking products and services. Identify friction points, communication gaps and opportunities through journey mapping, customer insights and performance data. Develop trigger-based, event-driven and lifecycle-based communications to improve engagement, client value and customer experience. Monitor journey performance and continuously improve conversion, engagement and experience metrics.

Channel, CRM and Personalisation

Personalise communications and make each interaction between clients and ING as relevant as possible. Someone who has experience defining personalise communications with communications tools like UNICA, Adobe Journey Optimizer or other Marketing Automation Tools & Campaign Tools. Use data and a deep understanding of customer journeys to choose the most appropriate message, channel and moment. Manage client communications across digital channels, mobile, product flows and other existing touchpoints. Use CRM, marketing automation and campaign tools to design, activate and optimise communications.

Digital Experience Development

Contribute to the design of new digital experiences for Affluent and Private Banking clients. Define customer requirements, business rules and acceptance criteria for new capabilities. Work with UX, Engineering and Analytics teams to create intuitive, scalable and impactful experiences. Validate solutions through experimentation, customer feedback and data analysis.

Data & Performance Management

Use customer, commercial and behavioural data to identify opportunities for improvement. Track KPIs related to engagement, adoption, customer satisfaction, commercial performance and business outcomes. Measure communication effectiveness and added value for clients, identifying improvements and proposing solutions through a continuous feedback cycle. Drive experimentation and A/B testing to validate hypotheses and maximise impact.

What are we looking for?

What you’ll bring Bachelor’s or Master’s degree. Proven experience in Customer Journey Management, CRM, Marketing, Digital Experience, Product Management or Customer Experience. Experience defining personalised communications with tools such as UNICA, Adobe Journey Optimizer or other marketing automation and campaign platforms. Strong understanding of customer lifecycle management, client communications and cross-channel strategies. Data‑driven mindset with the ability to translate insights into action. Strong stakeholder management, collaboration and influencing skills. Ability to work in complex environments, keeping a global overview while generating simple and scalable solutions. Written and verbal communication skills in English and Spanish. Nice to have Experience in Wealth Management, Private Banking, Investments or Affluent customer segments. Experience with experimentation, journey analytics and customer experience measurement. Knowledge of Agile Way of Working and delivery frameworks.

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 fulfil 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