Customer Journey Expert At ING, 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.
Role Summary As a Customer Journey Expert you will own and evolve end‐to‐end customer journeys, ensuring the delivery of a best‐in‐class experience while driving business growth and strategic positioning in the youth segment. You will work in a cross‐functional agile squad, collaborating closely with Product Owners, Technology, Data, Legal, Compliance, Fraud, and Architecture teams, acting as a key bridge between business and technology.
Key Responsibilities Design, align and evolve customer journeys from ideation to production, ensuring full definition across business, legal, compliance and technical domains.
Translate business needs into actionable requirements, define user stories, support backlog refinement and ensure iterative MVP delivery until rollout.
Lead cross‐functional alignment with Legal, Compliance, Fraud, Architecture and Technology to guarantee robust, compliant and scalable solutions.
Act as Business Guardian, safeguarding customer and business integrity by ensuring journeys meet regulatory and internal standards.
Be data‐driven: extract, analyze and interpret data to generate insights, monitor performance and support decision‐making.
Proactively monitor customer behavior, funnels, usage and feedback to continually improve journeys.
Identify growth opportunities and contribute to improving acquisition, activation and engagement of START customers.
Support the Product Owner in backlog management and roadmap planning.
Bring creativity and an out‐of‐the‐box mindset, thriving in a multidisciplinary agile environment where stakeholders and developers collaborate daily.
Qualifications and Requirements 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 Technology.
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.
What We Offer Flexible work model – determine work‐from‐home and office days in partnership with your manager.
Health insurance for you and your family (spouse/partner and children).
Life insurance and pension plan (available after 1 month of employment).
Flexible remuneration model, including tax‐advantaged access to additional services such as nursery, transport card and training aids.
Company shuttle service with multiple routes to our Madrid office.
Special banking benefits – favourable loan and mortgage conditions after 6 months of service.
Private fitness and well‐being services: on‐site physiotherapy, gympass service, clinics with professional athletes.
Employee networks and international remote work programme.
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