Customer Experience Specialist

ING España & Portugal; Madrid; Híbrido; EUR 40.000 - 60.000; Jornada completa

Descripción de la vacante

A leading bank is seeking a Customer Experience Specialist to enhance customer journeys and experiences. The role involves analyzing customer data, designing innovative experiences, and collaborating with teams to drive improvements. Ideal candidates will have a strong analytical mindset, relevant experience, and a customer-centric approach.

Servicios

Flexible work model

Restaurant card

Health and life insurance

Company shuttle routes

Employee well-being initiatives

Formación

• 5+ years of experience in Customer Experience fields.
• Experience in Voice of Customer Analytics and Customer Journey Design.
• Proficiency in data analytics tools.

Responsabilidades

• Analyze the Voice of the Customer using data analytics tools.
• Design customer journeys and experiences across channels.
• Train teams on customer experience strategies.

Conocimientos

Analytical mindset

Customer-centric mindset

Communication

Problem-solving

Collaboration

Curiosity

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 CoE.

This team is responsible for understanding and anticipating customer needs to create memorable and innovative experiences. Our vision is to make ING the most loved bank in the Spanish market by providing a superior customer experience.

Your key responsibilities:

1. 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.
2. Monitor and evaluate the effectiveness of customer journeys, making data-driven recommendations for enhancements.
3. Design customer journeys and experiences across digital and physical channels.
4. Collaborate with Business teams to propose customer experience improvement initiatives.
5. Train teams within the bank on customer experience strategies and tools.
6. Create and present reports on customer journey performance, highlighting key metrics and insights to stakeholders.

What are we looking for?

We value the following qualities:

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

Soft Skills:

• Customer-centric mindset with empathy and problem-solving skills.
• Excellent communication and storytelling abilities.
• Resilient, proactive, and comfortable with ambiguity.
• Strong influencing skills and team collaboration.
• Curiosity and an outside-in approach to bring innovative customer experience ideas.

What do we offer?

We prioritize your personal fulfillment and well-being. Here’s what you can expect:

• Flexible work model with options for remote work and office presence.
• Restaurant card for lunch convenience.
• Office amenities including mobility solutions, health services, gym, and more.
• Health and life insurance for you and your family.
• Flexible remuneration options for various services.
• Company shuttle routes to the Madrid office.
• Banking benefits including loans and mortgage conditions.
• Employee well-being initiatives like physiotherapy, running clubs, and gym services.
• Employee networks supporting diversity and inclusion, such as Rainbow Lions and Leonas.

Get to know us

We are a team of over 1600 people committed to helping clients create a better future through innovative, transparent, and simple banking solutions. We operate fully online and embrace agile methodologies. Although based in Spain, we are part of a global bank present in over 40 countries.

We are dedicated to fostering a diverse, inclusive, and sustainable culture—one that reflects society and promotes collaboration and innovation.

If you see yourself aligning with our values and way of working, we look forward to meeting you!