Private Banking CRM Specialist

ING BANK NV SUCURSAL EN ESPAÑA; Madrid; Híbrido; EUR 60.000 - 90.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Restaurant card

Health insurance

Life insurance

Flexible remuneration

Free company shuttle

Gym and wellbeing programs

Descripción de la vacante

ING is seeking a Private Banking CRM Specialist to design, orchestrate and continuously improve end-to-end client communications across the Private Banking lifecycle.

You will define contact strategies, map journeys, personalise messages and leverage tools like UNICA and Adobe Journey Optimizer to maximise engagement and client value.

Formación

• Bachelor's or Master’s degree in a related field.
• Proven experience in Customer Journey Management, CRM, Marketing, Digital Experience or Customer Experience.
• Experience with UNICA or Adobe Journey Optimizer.

Responsabilidades

• Define and maintain the communication strategy for Private Banking clients across the lifecycle.
• Design end-to-end journeys to improve engagement and client value.
• Personalise communications using CRM and marketing automation tools.
• Contribute to digital experience development with UX, engineering and analytics teams.
• Track KPIs and drive continuous improvements through testing and optimization.

Conocimientos

CRM strategy

Journey design

Marketing automation

Data-driven thinking

Educación

Bachelor's or Master's degree

Herramientas

UNICA

Adobe Journey Optimizer

Campaign tools

Descripción del empleo

At ING we are looking for Private Banking CRM Specialist We are looking for a person with a strong communications mindset: someone who can design, orchestrate and continuously improve the end-to-end communication experience for Private Banking clients, connecting business priorities, customer needs, data, channels and regulatory requirements into clear, relevant and effective client interactions.

Your key responsibilities

Customer Communication Strategy Define and maintain the communication strategy for Private Banking clients across the full customer lifecycle. Translate business priorities into relevant, customer-centric communication plans that support commercial, service and relationship objectives. Define campaign and contact strategies with the business lines, ensuring the right target, timing, channel and message for each use case. Keep a global view of ING’s communications strategy, balancing client relevance, saturation and frequency rules with business needs.

Customer Journey Design

Design, map and optimise end-to-end journeys for Private Banking products and services. Identify friction points, communication gaps and opportunities through journey mapping, customer insights and performance data. Develop trigger-based, event-driven and lifecycle-based communications to improve engagement, client value and customer experience. Monitor journey performance and continuously improve conversion, engagement and experience metrics.

Channel, CRM and Personalisation

Personalise communications and make each interaction between clients and ING as relevant as possible. Someone who has experience defining personalise communications with communications tools like UNICA, Adobe Journey Optimizer or other Marketing Automation Tools & Campaign Tools. Use data and a deep understanding of customer journeys to choose the most appropriate message, channel and moment. Manage client communications across digital channels, mobile, product flows and other existing touchpoints. Use CRM, marketing automation and campaign tools to design, activate and optimise communications.

Digital Experience Development

Contribute to the design of new digital experiences for Affluent and Private Banking clients. Define customer requirements, business rules and acceptance criteria for new capabilities. Work with UX, Engineering and Analytics teams to create intuitive, scalable and impactful experiences. Validate solutions through experimentation, customer feedback and data analysis.

Data & Performance Management

Use customer, commercial and behavioural data to identify opportunities for improvement. Track KPIs related to engagement, adoption, customer satisfaction, commercial performance and business outcomes. Measure communication effectiveness and added value for clients, identifying improvements and proposing solutions through a continuous feedback cycle. Drive experimentation and A/B testing to validate hypotheses and maximise impact.

What are we looking for?

What you’ll bring Bachelor’s or Master’s degree. Proven experience in Customer Journey Management, CRM, Marketing, Digital Experience, Product Management or Customer Experience. Experience defining personalised communications with tools such as UNICA, Adobe Journey Optimizer or other marketing automation and campaign platforms. Strong understanding of customer lifecycle management, client communications and cross-channel strategies. Data‑driven mindset with the ability to translate insights into action. Strong stakeholder management, collaboration and influencing skills. Ability to work in complex environments, keeping a global overview while generating simple and scalable solutions. Written and verbal communication skills in English and Spanish. Nice to have Experience in Wealth Management, Private Banking, Investments or Affluent customer segments. Experience with experimentation, journey analytics and customer experience measurement. Knowledge of Agile Way of Working and delivery frameworks.

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 fulfil you in every way, and that is why we take care of even the smallest details. Check out what is waiting for you!

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 your 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 all 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, you will be able 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. 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. Clinics with professional, world‑class athletes. Gympass service.

Employee Networks: Rainbow Lions (LGBTQI+), Leonas & RIÑG. International Remote work program.

Get to know Us

We are a team of more than 1800 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.

And although we are based in Spain, we are lucky to work in an international bank with 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 the society. And 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! At ING, you belong just as you are. We hire and support people for their talent and potential — and we know that when you can be yourself, you do your best work.

Job Application Safety Reminder

We’re seeing an increase in fraudulent job offers. To protect yourself, please follow these key guidelines when applying for roles at ING:

Apply only via official ING platforms: ING uses Workday and LinkedIn as its internal recruitment system.

Check the sender’s email carefully: Legitimate communication will always come from @ing.com and/or @myworkday.com.

No payments or banking details will ever be requested: If someone asks for this information, it’s a scam.

Recordatorio de seguridad para candidaturas

Estamos observando un aumento de ofertas de empleo fraudulentas. Para protegerte, sigue estas recomendaciones clave al postularte para puestos en ING:

Solicita empleo únicamente a través de plataformas oficiales de ING: ING utiliza Workday y LinkedIn como sistemas internos de selección. Las candidaturas deben enviarse únicamente a través de nuestra web oficial de empleo o mediante ofertas publicadas por ING en LinkedIn.

Revisa cuidadosamente el correo electrónico del remitente: Las comunicaciones legítimas siempre procederán de @ing.com y/o @myworkday.com.

Nunca se solicitarán pagos ni datos bancarios: Si alguien te pide esta información, se trata de una estafa.

We’re a global bank...

We’re a global bank with a strong European base, and our more than 60,000 colleagues serve around 38 million customers and corporate clients in over 40 countries. Joining ING means working with friendly and collaborative people towards making a positive impact on people and planet. We believe in empowering the people around us and our customers to stay a step ahead. Working here means having the autonomy to drive progress, helping to create superior customer value and contributing to our ambition of putting sustainability at the heart of everything we do. Here, we’re more than just a workplace – we’re a community of innovators, problem‑solvers, and forward‑thinkers, dedicated to making a real impact. Whether you’re just starting your career or seeking the next big challenge, we have opportunities that will inspire and push you to grow. Your future at ING starts with one application. Ready to join? We’ve had plenty of opportunities to match your skills and aspirations! Use the filters below the search bar – like location and job type – to help you find the perfect fit. Start exploring now and discover where your next career move could take you!