Customer Journey Lead for Growth & Engagement

ING Hubs Türkiye; Madrid; Hybrid; EUR 45,000 - 60,000; Full time

Benefits offered by this job

Meal allowance

Health and life insurance

Flexible remuneration

Commuting shuttle

Job summary

ING MAD Madrid is seeking a Customer Journey Expert to join the Surfing Account squad within the Daily Banking & Savings Tribe. You will design communication strategies to deepen MPB penetration and promote value-added services, while collaborating with Growth, Marketing, and CI.

You should have at least 5 years in an agile team as CJE, with product management experience and strong stakeholder leadership. Fluency in Spanish and English is required, with a customer-centric mindset.

Qualifications

• At least 5 years in an agile team as CJE.
• Experience managing product (operational and commercial).
• Experience leading initiatives with internal and external stakeholders.
• High analytical mindset.
• Strong Spanish and English communication skills.
• Adaptation to changing environments.
• Customer-oriented mindset.

Responsibilities

• Contribute to customer development by designing communication strategies to increase MPB penetration and value-added services.
• Continuously monitor campaigns with Growth, MK and CI.
• Keep operational and financial risk under control per SoX, PARP and regulator requirements.
• Support customers throughout their lifecycle by addressing incidents.
• Maintain assets in collaboration with IT.
• Foster strong communication with ING stakeholders to meet goals.
• Improve customer satisfaction by listening to the Voice of the Customer and proposing improvements.
• Help reduce calls by improving digital processes.

Skills

5 years in agile team as CJE

Product management

Stakeholder management

Analytical mindset

Spanish & English communication

Adaptability

Customer orientation

Job description

ING MAD Madrid is seeking a Customer Journey Expert to join the Surfing Account squad within the Daily Banking & Savings Tribe. You will design communication strategies to deepen MPB penetration and promote value-added services, while collaborating with Growth, Marketing, and CI.

You should have at least 5 years in an agile team as CJE, with product management experience and strong stakeholder leadership. Fluency in Spanish and English is required, with a customer-centric mindset.