Customer Experience Specialist

ING; Madrid; Presencial; EUR 40.000 - 60.000; Jornada completa

Descripción de la vacante

ING Group is seeking a Customer Experience Specialist to enhance customer journeys and experiences. This role involves analyzing customer data, collaborating with teams, and training staff on customer experience strategies. The ideal candidate will have a strong analytical background and a customer-centric approach.

Servicios

Flexibility and autonomy

Restaurant card

Health insurance

Life insurance

Flexible remuneration

Company shuttle

Banking benefits

Well-being programs

Formación

• At least 5 years of experience in Customer Experience fields.
• Strong analytical skills with experience in data tools.
• Experience applying Design Thinking methodologies.

Responsabilidades

• Analyze the Voice of the Customer using data analytics tools.
• Monitor and evaluate the effectiveness of customer journeys.
• Train various teams on customer experience strategies.

Conocimientos

Data Analytics

Customer-Centric Mindset

Problem-Solving

Communication

Design Thinking

Educación

Master's or Bachelor's degree

Herramientas

SQL

Python

Tableau

Excel

Descripción del empleo

At ING we are looking for a Customer Experience Specialist

Your role and work environment:

We are seeking a talented and enthusiastic Customer Experience Specialist to join our Customer Experience & Innovation Culture team, within the Customer Obsession & Innovation Centre of Expertise.

Our purpose as a team is to understand and anticipate customers' needs to make their experience memorable and innovative. Our vision is to make ING the most loved bank in the Spanish market by providing a superior customer experience.

Your key responsibilities:

• Analyze the Voice of the Customer using data analytics tools to gather insights on customer behavior, preferences, and trends, identifying opportunities for improvement and innovation.
• Monitor and evaluate the effectiveness of customer journeys, making data-driven recommendations for enhancements.
• Design customer journeys and experiences across digital and physical channels.
• Collaborate with Business teams to propose customer experience improvement initiatives.
• Train various teams within the bank on customer experience strategies and tools.
• Create and present reports on customer journey performance, highlighting key metrics and insights to stakeholders.

What are we looking for?

Background & experience

• Master's or bachelor's degree with at least 5 years of experience in Customer Experience fields such as Voice of Customer Analytics and Customer Journey Design.

Technical skills:

• Strong analytical skills with experience in data tools like SQL, Python, Tableau, or similar.
• Proficiency in Excel (advanced functions, pivot tables, etc.).
• Experience applying Design Thinking or similar methodologies to CX challenges.

Soft skills:

• Customer-centric mindset with strong empathy and problem-solving skills.
• Excellent communication and storytelling abilities.
• Resilient, proactive, and comfortable navigating ambiguity and uncertainty.
• Strong influencing skills and ability to work collaboratively across teams.
• Curiosity and an outside-in approach to incorporate industry best practices into customer experience.

What do we offer?

We value your time at work, the challenges you face, and the lessons you learn, but we also care about your personal life. At ING, we aim for your work to be fulfilling in every way, paying attention to even the smallest details.

Here’s what awaits you:

• Flexibility and autonomy: Our model is based on flexibility and accountability. You decide with your team which days to work from home and when to come to ING MAD to give your best. Do your thing.
• Restaurant card: To make your lunch decisions easier and more enjoyable.
• Our office will be your home: Facilities include electric mobility solutions, medical services, hairdresser, gym, The Good Service (errand assistance), and more.
• Health insurance: For you and your family (partner/spouse and children).
• Life insurance: To protect what matters most to you.
• Flexible remuneration: Enjoy tax-advantaged benefits such as nursery, transport card, training aids, etc.
• Company shuttle: Six routes (North, Central, South, A5, A42, A6) to our Madrid office, regardless of where you live.
• Banking benefits: Special loans, mortgage conditions after 6 months, pension plan after 1 month.
• Well-being programs: 360º employee care, physiotherapy, Gympass, Employee Networks (Rainbow Lions, Leonas, RIÑG), international remote work program.

Get to know us

We are a team of over 1,600 people sharing one idea: helping our clients create a better future for themselves by providing the tools they need to succeed.

We are a fully online bank driven by technology, innovation, simplicity, transparency, and agile methodologies. Although based in Spain, we operate in over 40 countries.

We pride ourselves on our diverse team and are committed to fostering a culture of Diversity, Inclusion, and Belonging that promotes collaboration and innovation representing society's full spectrum.

While we look orange on the outside, we are green on the inside. Our sustainability ambition is Empowering (y)our Sustainability journey. We are on this path for ourselves and our clients.

Our DNA is about making things happen, helping others succeed, and always staying a step ahead. If you see yourself in our values and way of working, we look forward to meeting you!