At ING we are looking for a Customer Journey Expert
We are looking for a talented and driven Customer Journey Expert (CJE) to join our Growth and New Segments area of Daily Banking & Savings Tribe, which strongly supports the development and evolution of Cuenta START, our value proposition for younger sub-segments.
You will work in a cross-functional agile squad, collaborating closely with Product Owners, Tech, Data, Legal, Compliance, Fraud, and Architecture teams, acting as a key bridge between business and technology.
As a Customer Journey Expert you will:
Own end-to-end customer journeys: design, align and evolve journeys from ideation to production, ensuring full definition across business, legal, compliance and technical domains
Drive delivery from idea to production: translate business needs into actionable requirements, define User Stories, support backlog refinement and ensure iterative MVP delivery until rollout.
Lead cross-functional alignment: work closely with Legal, Compliance, Fraud, Architecture and Tech to ensure robust, compliant and scalable solutions.
Be strongly data-driven: extract, analyze and interpret data to generate insights, monitor performance and support decision-making.
Support Product Owner in backlog management and roadmap.
Bring creativity and an out-of-the-box mindset, thriving in a multidisciplinary agile environment where stakeholders and developers collaborate daily
These are some of the qualities that we value the most for this role. Proven experience in product, customer journey ideally in digital or banking environments.
Strong experience in designing and implementing end-to-end customer journeys, including cross-functional validation with Legal, Compliance, Risk and Tech.
Data‐driven and analytical mindset, with a clear focus on results.
Excellent understanding of Agile ways of working, backlog management and MVP delivery.
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. 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.
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...
We have 6 routes (North, Central, South, A5, A42 and A6) to get you to our ING office in Madrid comfortably.
Banking benefits.
Special mortgage conditions after 6 months working at the bank.
360o care of the employee (physical, mental, social connection & purpose).
Physiotherapy service on site.
Gympass service.
Employee Networks: Rainbow Lions (LGBTQI+), Leonas & RIÑG.
International Remote work program.
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 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 the 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 hire and support people for their talent and potential — and we know that when you can be yourself, you do your best work.
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