Customer Journey Expert
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.
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 creativity and an out-of-the-box mindset, thriving in a multidisciplinary agile environment where stakeholders and developers collaborate daily
What We’re Looking For
* 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
What do we offer?
* Restaurant card
* Health insurance for you and all your family (spouse/partner and children)
* Life insurance
* Flexible remuneration model with tax‑advantaged benefits and access to nursery, transport card, training aids
* Free company shuttle with routes to ING office in Madrid
* Banking benefits, including special loans and mortgage conditions after 6 months of working
* Pension plan after 1 month with us
* 360° care of the employee (physical, mental, social connection & purpose)
* Physiotherapy service on site
* Gympass service
* Employee networks: Rainbow Lions (LGBTQI+), Leonas & RIÑG
* International remote work program
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