At ING we are looking for a Customer Journey Expert
Your role and work environment
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. In this role, you will be responsible for owning and evolving 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, Tech, Data, Legal, Compliance, Fraud, and Architecture teams, acting as a key bridge between business and technology.
Your key 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 behavior: monitor funnels, usage and customer feedback to identify opportunities and continuously improve journeys.
* Drive business impact: identify growth opportunities and contribute to improve acquisition, activation and engagement of START customers.
* Support Product Owner in backlog management and roadmap.
* Bring cr
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