Customer Journey Expert
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. The role supports the development and evolution of Cuenta START, our value proposition 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 behavior: 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
* Flexibility and accountability: determine together which days you work at home and which you come to ING MAD.
* Restaurant card.
* Health insurance for you and all your family.
* Life insurance.
* Versatile remuneration model with tax‑advantaged options and access to services such as nursery, transport card, training aids.
* Free company shuttle: 6 routes (North, Central, South, A5, A42 and A6) to get you to our ING office in Madrid comfortably.
* Banking benefits: special loans with more beneficial conditions, special mortgage conditions after 6 months, pension plan after 1 month.
* 360º care of the employee: physical, mental, social connection & purpose.
* Physiotherapy service on site.
* Clinics with professional, world‑class athletes.
* Gympass service.
* Employee Networks: Rainbow Lions (LGBTQI+), Leonas & RIÑG.
* International Remote work program.
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