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 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, while leveraging the obsession with the brand and the banking customer.Develop new banking processes or improve existing ones (core banking process or digital ones) to optimize the services we provide to our customers and meet our commitments to them.Be the "Business Guardian" of your product/service working with Risk, Compliance, and Legal stakeholders to ensure our products and services comply with regulations and policies.Work closely with customers and key stakeholders to achieve the initiatives that respond to the vision, strategy, and roadmap of ING Spain.Be passionate about improving the customer's experience in different channels and have broad knowledge of products and services strategy.Have a data mindset, observing what happens around you and what we are building 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 quickly 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 an expert, deliver all the necessary business know-how and skills within the Squads to realize the shared Tribe purpose.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 a 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 efficiently.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 person.Great organizational, oral, and written communication skills.Strong ability to make effective presentations.Passionate about innovation, new market trends, and future thinking.Able to work autonomously, take initiative, and make things happen with a can-do attitude.Strong knowledge about Agile methodologies.Problem-solving and strategic mindset.Good team player, willing to collaborate with different people.Very good oral and written English skills.Ability to work at an international level and align stakeholders.Able to drive engagement and create 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, or the lessons you get are very important, but… What about your personal life?
At ING we want your work to fulfill you in every way, and that is why we take care of even the smallest details.
Be flexible.
Our model is all about flexibility and accountability.
Keeping both our customers and our colleagues' needs in mind, you determine together which days you work at home and which you come to ING MAD to offer your best self.
Our house will be your home.
In our offices, you can find electric mobility solutions, doctor, hairdresser, gym, The Good Service (to help you with your errands), and much more!
Health insurance for you and your family (spouse/partner and children).
Life insurance to help you protect what matters most to you.
Flexible remuneration model, allowing access to other services such as nursery, transport card, training aids.
Free company shuttle, with 6 routes to get you to our ING office in Madrid comfortably.
Banking benefits include special loans with more beneficial conditions and special mortgage conditions after 6 months working at the bank.
More vitality and belonging with 360º care of the employee (physical, mental, social connection & purpose), physiotherapy service on site, runners club with your trainer, clinics with professional athletes.
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.
We are proud to have a diverse team and are committed to developing a culture of Diversity, Inclusion, and Belonging.
Our ambition in Sustainability is empowering your 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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