Senior Process & Customer Journey Lead (Remote)

ING Hubs Türkiye; Madrid; On-site; EUR 65,000 - 95,000; Full time

Benefits offered by this job

Restaurant card

Health insurance

Life insurance

Flexible remuneration

Free company shuttle

Pension plan

Gympass

Job summary

ING is seeking a Senior Business Process Expert to lead the design and optimization of Business Banking customer journeys and operational processes. You will work with cross-functional teams across Business, Operations, IT, Risk, Compliance and Legal to implement scalable, compliant solutions that improve customer experiences and drive value.

The role emphasizes end-to-end process improvement, data-driven decision making, and close collaboration with multiple stakeholders in a fast-paced, agile

Qualifications

• 5+ years of experience in transformation initiatives, process improvement and customer journey design.
• Strong analytical mindset and ability to make data-driven decisions.
• Excellent stakeholder management and communication skills.

Responsibilities

• Drive the definition, implementation and continuous improvement of Business Banking customer journeys and operational processes.
• Translate business needs into functional requirements, working with development teams throughout delivery.
• Support solution design, testing and implementation to ensure adoption of new capabilities.
• Take end-to-end view of processes to identify opportunities to simplify, optimize and automate.
• Use data and insights to identify trends, measure performance and support decisions.
• Design and monitor KPIs to ensure sustainable service performance.
• Collaborate with Operations, Product, Technology and external stakeholders to maximize customer value.

Skills

Analytical mindset

Stakeholder management

Agile experience

Cross-functional collaboration

Data-driven decisions

Education

Bachelor's/Master's degree in related field

Tools

Power BI

MicroStrategy

Excel

Job description

ING is seeking a Senior Business Process Expert to lead the design and optimization of Business Banking customer journeys and operational processes. You will work with cross-functional teams across Business, Operations, IT, Risk, Compliance and Legal to implement scalable, compliant solutions that improve customer experiences and drive value.

The role emphasizes end-to-end process improvement, data-driven decision making, and close collaboration with multiple stakeholders in a fast-paced, agile