Customer Journey Expert
At ING we are looking for a talented and driven 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.
Role Responsibilities
* 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
* Act as Business Guardian: ensure journeys meet regulatory and internal standards, safeguarding customer and business integrity
* Be strongly data‑driven: extract, analyse and interpret data to generate insights, monitor performance and support decision‑making
* Proactively understand customer behaviour: monitor funnels, usage and customer feedback to identify opportunities and continuously improve journeys
* Drive business impact: identify growth opportunities and contribute to improving acquisition, activation and engagement of START customers
* 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
Qualifications
* 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
* Strategic and creative thinker with a proactive, hands‑on attitude and strong drive to make things happen
* Customer‑centric mindset
* Enthusiastic team player
* Excellent understanding of Agile ways of working, backlog management and MVP delivery
Benefits
* Flexible remuneration model with tax‑advantaged options such as nursery, transport card, training aids and more
* Free company shuttle with multiple routes, including North, Central, South, A5, A42 and A6, to the ING office in Madrid
* Banking benefits: special loans with more beneficial conditions, special mortgage conditions after 6 months working at the bank, and pension plan available after 1 month
* Health and life insurance for you and your family (spouse/partner and children)
* Residential support: electric mobility solutions, doctor, hairdresser, gym, and The Good Service for errands
* Well‑being supports: 360º care of the employee (physical, mental, social connection & purpose), physiotherapy service on site, gympass service, and employee networks
* International remote work program and flexible work‑from‑home arrangement in ING Madrid
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