Remote Customer Journey Architect

ING; Madrid; Hybrid; EUR 42,000 - 64,000; Full time

Benefits offered by this job

Balance That Works

Meal allowance

More than an office

Health and life insurance

Flexible remuneration

Commuting made easier

Banking benefits

Wellbeing and networks

International Remote work program

Job summary

ING 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 like Travel Plan and Global Exchange, aiming to boost engagement and satisfaction among transactional customers.

You will manage campaigns with Growth, MK and CI, supervise risk under SoX and regulator requirements, support customers through incidents, collaborate with IT on

Qualifications

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

Responsibilities

• Contributing to the developing of our customers, by designing communication strategy in order to increase the penetration in MPB and different added value services.
• Continuos follow up of different campaigns, hand in hand with growth, MK and CI.
• Having the operative and financial risk under control, according with the internal and external regulatory framework (SoX, 0 issues overdue, PARP, regulator requirements).
• Support customer in life by attending and following up the incidents of the customers.
• Contributing to the maintenance of the different assets, hand in hand with IT.
• Building strong and healthy communication with all the ING Stakeholders to reach our goals.
• Increase the customer satisfaction, managing the Voice of the Customers and proposing improvements.
• Contributing to reduce calls, by improving digital procesess.

Skills

Agile

Customer journey

Stakeholders

Bilingual

Communication

Job description

ING 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 like Travel Plan and Global Exchange, aiming to boost engagement and satisfaction among transactional customers.

You will manage campaigns with Growth, MK and CI, supervise risk under SoX and regulator requirements, support customers through incidents, collaborate with IT on