Senior Customer Journey - Credit Card Expert

At ING we are looking for Senior Customer Journey Expert Cards

Your role and work environment:

We are looking for a talented and enthusiastic Senior Customer Journey Expert to join our Cards Team of Payments and daily banking Tribe in a squad focused on Credit Cards

Your key responsibilities:

As Senior Customer Journey Expert you will:

• represent the voice of the customer have a strong vision on how to serve our customers on their payment and short term financial needs and focus on continuously improving the customer journeys we are offering
• be responsible to develop launch and maintain credit card proposition on the market providing the highest customer satisfaction
• understand how a credit card works in terms risks operative pricing etc
• lead to provide a differentiating experience for INGs customers at optimal value and profitability for ING
• be the Business Guardian of your product/service working with Credit Risk Compliance and Legal stakeholders to make sure our products and services comply with regulation and policies
• lead to increase efficiency reduce complexity bringing the best experience in the moments of truth linked to payments and financing needs and pursuing for innovative solutions
• use your analytical skills unsecured lending knowledge (if possible)and your proactive thinking to comprehend define select and analyze data to gather insights that enhance the decisionmaking process.
• translate business needs in requirements for the implementation
• be an expert of your product & service prioritizing on value delivered for our customers in short cycles defining a first MVP and improving with the feedback gathered

• be able to lead and/or support complex programs setting clear roadmaps and solving impediments
• be creative and an outofthe box thinker who likes to work in a multidisciplinary team in an agile environment where stakeholders and developers collaborate closely on a daily basis
• contribute to develop and maintain a customer engagement strategy focus on improving the conversion funnels
• contribute to create and constantly optimize the end to end processes supported by an operations management mindset
• contribute to build commercial plan upselling and cross selling strategy and to ensure the achievement of the KPIs defined in the strategy.
• contribute to support the adoption of cyber security practices for effectively protect our customers against risks in the digital world

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 dont hesitate to apply!

A leader of our Orange Code culture displaying the following behaviors:

• Contribution to the ING One Agile Way of Working and safeguard the Orange Code
• Ability to assume personal responsibility and address customer needs. Focus is not on individual customers but on the customer as a target group. You know what is going on with the customer put yourself in customers shoes assess the wishes and needs of customers and anticipate on this.
• Problem analysis and judgement: Recognize key information problem identification research various methods of analysis establishment of connections and anticipation are key to your job. Strong analytical skills and a healthy level of curiosity are therefore vital.
• Stay on top of trends and developments within their field and the market. Aside from that it is of crucial importance to have knowledge of the customers business and banking processes. Integrate acquired knowledge into performance of tasks.
• Thinking in strategic terms. Based on professional expertise a link is established between current events and business strategy and a longterm vision.
• Initiative needed in improving products processes and channel policies. Ensuring that creative ideas are also implemented.
• Giving and asking for constructive feedback

By fulfilling the CJE role:

• You actively support and work with colleagues from your and other Tribes to ensure all solutions and processes are compliant and fitforpurpose.
• You are able to simplify solutions and processes and tell the story clearly to various international stakeholders
• You apply your experience in delivery in the fastchanging context of transformation to achieve results
• You ensure compliance with INGs policies and standards
• You stimulate crossborder interaction and alignment between people Tribes Squads Chapters

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 your thing.

Restaurant card.

So that thinking about what to have for lunch doesnt 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 taxadvantaged way you will be able to access other services such as nursery transport card training aids

Free company shuttle.

It doesnt 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

360 care of the employee (physical mental social connection & purpose).

Physiotherapy service on site.

Clinics with professional worldclass athletes.

Gympass service.

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

International Remote work program.

Get to know Us

We are a team of more than 1700 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 aheadthats our DNA. If you look at yourself in the mirror and your reflection matches our way of being and workingwe are looking forward to meeting you!