At ING we are looking for Customer Journey Expert - Temporary
Your role and work environment:
We are seeking a talented and enthusiastic CJE to join our Teens Team within the Payments and Daily Banking Tribe.
Your key responsibilities:
* Represent the “voice of the customer”, with a clear vision on serving their payment needs and continuously improving the customer journeys offered.
* Develop, launch, and maintain a digital payments value proposition that maximizes customer satisfaction.
* Lead efforts to provide a differentiated experience for ING’s customers, balancing value and profitability.
* Act as the “Business Guardian” working with Risk, Compliance, and Legal stakeholders to ensure products and services comply with regulations and policies.
* Increase efficiency, reduce complexity, and pursue innovative solutions to enhance customer experience during critical moments.
* Utilize analytical skills and proactive thinking to analyze data, gather insights, and inform decision-making.
* Translate business needs into clear requirements for implementation.
* Prioritize value delivery in product and service development, define MVPs, and iterate based on feedback.
* Lead and support complex programs, establish roadmaps, and resolve impediments.
* Be creative and think outside the box, working effectively in a multidisciplinary, agile environment with close collaboration among stakeholders and developers.
* Contribute to developing and maintaining a customer engagement strategy focused on improving conversion funnels.
* Help create and optimize end-to-end processes with an operations mindset.
* Support the adoption of cybersecurity practices to protect customers in the digital space.
What are we looking for?
If you recognize yourself in the qualities listed below, we encourage you to apply!
* Demonstrate the Orange Code culture through behaviors such as responsibility, customer focus, and curiosity.
* Strong analytical skills, problem-solving ability, and strategic thinking.
* Stay updated with industry trends and possess knowledge of banking processes.
* Proactive in improving products, processes, and policies with creative ideas.
* Ability to give and receive constructive feedback.
As a CJE, you will:
* Support colleagues across Tribes to ensure solutions and processes are compliant and fit-for-purpose.
* Simplify solutions and communicate clearly to international stakeholders.
* Leverage your experience in fast-changing transformation projects to achieve results.
* Ensure adherence to ING’s policies and standards.
* Promote cross-border interaction and alignment among teams.
What do we offer?
We care about your personal life and aim to make your work fulfilling. Here’s what you can expect:
* Flexibility and accountability: Decide your work-from-home days in coordination with your team.
* Restaurant card: Simplify your lunch planning.
* Our office: Facilities include electric mobility solutions, medical services, hairdresser, gym, and more.
* Health insurance: Coverage for you and your family.
* Life insurance: Protect what matters most.
* Flexible remuneration: Access to services like nursery, transport, training aids, with tax advantages.
* Company shuttle: 6 routes to Madrid office.
* Banking benefits: Special loans, mortgage conditions after 6 months, pension plan after 1 month.
* Well-being initiatives: Physiotherapy, clinics with athletes, Gympass, Employee Networks, remote work programs.
About us:
We are a diverse team of over 1700 people committed to helping clients build a better future, leveraging technology, innovation, and agile methodologies. Based in Spain, we operate in over 40 countries and promote a culture of Diversity, Inclusion, and Sustainability. Our goal is to empower your sustainability journey and foster a collaborative, innovative environment.
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