Customer Journey Expert- Easy Financing

At ING we are looking for Customer Journey Expert

Your role and work environment:

We are looking for a talented and enthusiastic Customer Journey Expert to join Easy Financing Tribe

The responsibility of this team is increasing our portfolio of personal loans adding new clients and maintaining existing ones, by developing a line of attractive, competitive and easy products and services.

You will help us to develop new customer features, seamless customer processes and new enablers to be faster in future developments.

Additionally, you will work on improving the processes linked to our activity.

Your key responsibilities:

Have an end-to-end responsibility to provide customers with the most reliable and innovative way to manage their financing needs with us, focusing on delivering the new products and services when and how they need them, while leveraging the obsession with the brand and the banking customer.

On the other hand, you will be responsible for developing new banking processes or improving existing ones (core banking process or digital ones) in order to optimize the services we provide to our customers and, additionally, meet our commitments to them.

Be the “Business Guardian” of your product/service working with Risk, Compliance, and Legal stakeholders, to make sure our products and services comply with regulation and policies.

Work closely with customers and key stakeholders to achieve the initiatives that respond to the vision, strategy and road map of ING Spain.

You are passionate about improving the customer’s experience in the different channels and have a broad knowledge on products and services strategy.

Have a data mindset, you observe what happens around you and what we are building and challenge or adapt if we are not going in the right direction.

Work in Agile teams, focusing always in delivering value to our customers in a fast way while continuously improving the way we work.

Be also an active member of a Chapter supporting in improving the way of working and where you work on your craftsmanship.

Be a team player. You are actively involved in the maintenance, development and realization of (new) services & functionalities. As an expert, you will deliver all the necessary business know-how and skills within the Squads to realize the shared Tribe purpose.

As a CJE you will report to a Chapter Lead

What are we looking for?

Want to know if this job is made for you? These are some of the qualities that we value the most for this role. And if the shoe fits… don’t hesitate to apply!

• Master or bachelor’s degree with a minimum of 10 years of professional experience in the banking sector
• Strong experience as Project manager, backlog management, roadmap refinement… with a minimum of 5 years
• With knowledge of core banking systems and process.
• Risk Management skills, identifying potential risks in an offshore setup and implementing measures to mitigate them ensures smoother project execution.
• With an excellent ability to manage deadlines; efficiently managing time and deadlines to keep the development on track and deliver the product within scheduled timelines.
• With product management skills linked to unsecured lending products: personal loans and credit card
• Understanding processes from an IT point of view
• Strong digital, analytical and strategic thinking skills
• Customer focused and results-oriented person
• Great organizational, oral and written communication skills
• Strong ability to make effective presentations: effective story telling, excellent power point skills.
• Passionate about innovation, new market trends and future thinker
• Able to work in an autonomous way, to take initiative and to make things happen with a can-do attitude.
• With strong knowledge about Agile Wow
• Problem solving and strategic mindset
• Good team player, willing to collaborate with different people
• Very good oral and written English skills
• Ability to work at an international level
• Ability to align stakeholders
• Able to drive engagement, creating climate to motivate people
• Versatility and experience in several business domains is a plus

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 fulfill 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. Do your thing.

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.

Runners club with your own trainer.

Clinics with professional, world-class athletes.

Gympass service.

Employee Networks: Rainbow Lions (LGBTQI+) & Leonas.

Get to know Us

We are a team of more than 1600 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!