At ING we are looking for a Customer Journey Expert.
Your role and work environment:
We are looking for a talented and enthusiastic Customer Journey Expert to join Easy Financing Tribe.
The responsibility of this team is increasing our portfolio of personal loans by adding new clients and maintaining existing ones, by developing a line of attractive, competitive, and easy products and services.
You will help us to develop new customer features, seamless customer processes, and new enablers to be faster in future developments.
Additionally, you will work on improving the processes linked to our activity.
Your key responsibilities:
Have an end-to-end responsibility to provide customers with the most reliable and innovative way to manage their financing needs with us, focusing on delivering the new products and services when and how they need them.Be the "Business Guardian" of your product/service working with Risk, Compliance, and Legal stakeholders to ensure our products and services comply with regulation and policies.Work closely with customers and key stakeholders to achieve initiatives that respond to the vision, strategy, and roadmap of ING Spain.Improve the customer's experience across different channels and have a broad knowledge of products and services strategy.Have a data mindset, observing what happens around you and challenging or adapting if we are not going in the right direction.Work in Agile teams, focusing always on delivering value to our customers in a fast way while continuously improving the way we work.Be an active member of a Chapter supporting in improving the way of working and where you work on your craftsmanship.Be a team player, actively involved in the maintenance, development, and realization of (new) services & functionalities.As a CJE, you will report to a Chapter Lead.
What are we looking for?
Want to know if this job is made for you?
These are some of the qualities that we value the most for this role:
Master or bachelor's degree with a minimum of 10 years of professional experience in the banking sector.Strong experience as Project Manager, backlog management, roadmap refinement… with a minimum of 5 years.Knowledge of core banking systems and processes.Risk Management skills, identifying potential risks in an offshore setup and implementing measures to mitigate them.Excellent ability to manage deadlines and efficiently manage time to keep development on track.Product management skills linked to unsecured lending products: personal loans and credit cards.Understanding processes from an IT point of view.Strong digital, analytical, and strategic thinking skills.Customer-focused and results-oriented.Great organizational, oral, and written communication skills.Strong ability to make effective presentations and storytelling.Passionate about innovation, new market trends, and a future thinker.Able to work autonomously, take initiative, and make things happen with a can-do attitude.Strong knowledge of Agile methodologies.Problem-solving and strategic mindset.Good team player, willing to collaborate with different people.Very good oral and written English skills.Able to work at an international level and align stakeholders.Able to drive engagement, creating a climate to motivate people.Versatility and experience in several business domains is a plus.What do we offer?
The time you spend at work, the challenges you face, and the lessons you learn are important, but what about your personal life?
At ING, we want your work to fulfill you in every way.
Be flexible.
Our model is all about flexibility and accountability.
You determine together which days you work at home and which you come to ING MAD to offer your best self.
We offer a restaurant card, health insurance for you and your family, life insurance, flexible remuneration, and free company shuttle services.
You will also have banking benefits, special mortgage conditions after 6 months, and access to our pension plan after 1 month with us.
More vitality and more belonging with 360º care of the employee (physical, mental, social connection & purpose), physiotherapy service on site, and employee networks.
Get to know us: We are a team of more than 1600 people sharing one idea: helping our clients create a better future for themselves, providing them with the tools they need to reach their goals.
We are proud to have a diverse team and are committed to continuing to develop a culture of Diversity, Inclusion, and Belonging to foster collaboration and innovation.
Our ambition in Sustainability is Empowering (y)our Sustainability journey.
Making things happen, helping others be successful, always being one step ahead—that's our DNA.
If you see yourself in our way of being and working, we look forward to meeting you!
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