Customer Journey Expert – ING We are looking for a talented and driven Customer Journey Expert (CJE) to join our Growth & New Segments area of the Daily Banking & Savings Tribe. In this role you will own and evolve end‐to‐end customer journeys, ensuring a best‐in‐class experience while driving business growth and strategic positioning in the youth segment.
Key Responsibilities Own and evolve end‐to‐end 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 Tech to ensure robust, compliant and scalable solutions.
Act as a Business Guardian, ensuring journeys meet regulatory and internal standards.
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 feedback to identify opportunities and continuously improve journeys.
Drive business impact by identifying growth opportunities and contributing to improved 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.
Qualifications Proven experience in product, customer journey ideally in digital or banking environments.
Strong experience 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 Flexibility: determine which days you work at home and which days you attend the ING Madrid office.
Restaurant card and access to on‐site facilities such as electric mobility solutions, doctor, hairdresser, gym and The Good Service.
Health and life insurance for you and your family.
Flexible remuneration model with tax‐advantaged options and additional services such as nursery, transport card and training aids.
Free company shuttle with multiple routes to the Madrid office.
Special loan and mortgage conditions after 6 months of employment.
Pension plan benefits available after 1 month.
Well‐being initiatives including physiotherapy service on site, gympass service and employee networks such as Rainbow Lions (LGBTQI+).
International remote‐work program.
Diversity & Inclusion We are committed to a diverse team and fostering a culture of inclusion and belonging, encouraging collaboration and innovation that represents all collectives in society.
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