Overview At ING we are looking for a Customer Journey Expert (CJE) to join our Growth and New Segments area of the Daily Banking & Savings Tribe, supporting the development of Cuenta START for younger sub‐segments.
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, analyze 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 the 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 working model – choose the balance of home and office that suits you.
Restaurant card to cover lunch expenses.
Health and life insurance for you and your family.
Tax‐advantaged remuneration model with additional services such as nursery, transport card and training aids.
Free company shuttle – 6 routes to the ING office in Madrid.
Special banking benefits: loans, mortgage conditions and pension plan with early access.
Wellness programmes: 360o employee care, onsite physiotherapy, gym services and a sports club.
ING is an equal opportunity employer. We welcome and encourage applications from all qualified individuals.
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