Customer Journey Expert- Easy Financing

At ING we are looking for 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, as well as improve 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 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 road map of ING Spain.Be passionate about improving the customer's experience in 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 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.
You are actively involved in the maintenance, development, and realization of (new) services & functionalities.
As an expert, you will deliver all the necessary business know-how and skills within the Squads to realize the shared Tribe purpose.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.
And if the shoe fits… don't hesitate to apply!
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 ensures smoother project execution.Excellent ability to manage deadlines; efficiently managing time and deadlines to keep development on track and deliver the product within scheduled timelines.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: effective storytelling, excellent PowerPoint skills.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 about Agile Wow.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.Ability to 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 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 my friend. 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.
Restaurant card. So that thinking about what to have for lunch doesn't take up your time or cravings.
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. We help you protect what matters most to you.
Flexible remuneration. In addition, you will enjoy our flexible remuneration model, through a more tax-advantaged way, allowing you to access other services such as nursery, transport card, training aids…
Free company shuttle. It doesn't matter where you live.
We have 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 and special mortgage conditions after 6 months working at the bank.
And you can benefit from our pension plan after 1 month with us!
More vitality and more belonging 360º care of the employee (physical, mental, social connection & purpose).
Physiotherapy service on site.
Runners club with your own trainer.
Clinics with professional, world-class athletes.
Gympass service.
Employee Networks: Rainbow Lions (LGBTQI+) & Leonas.
Get to know Us We are a team of more than 1600 people sharing one idea: doing our bit in helping our clients create a better future for themselves, by providing them with the tools they need to get where they want to go.
A fully online bank where technology, innovation, simplicity, and transparency are the main ingredients, and the first one to work with agile methodologies.
Although we are based in Spain, we are lucky to work in an international bank with a presence in more than 40 countries. We are proud to have a diverse team and we are committed to continue developing a culture of Diversity, Inclusion, and Belonging to foster a culture of collaboration and innovation that represents all collectives in society. Even though we look orange on the outside, we are green on the inside.
Our ambition in Sustainability is Empowering (y)our Sustainability journey.
We are embarking on our path, for us, but we are also there for when our clients decide to embark on this journey.
Making things happen, helping others be successful, always being one step ahead—that's our DNA.
If you look at yourself in the mirror and your reflection matches our way of being and working…we are looking forward to meeting you!

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