At ING we are looking for a Cards Customer Journey Expert(Temporary)

Your role and work environment:

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

Your key responsibilities:

As Customer Journey Expert in Cards in Life squad you will:

Represent the voice of the customer have a strong vision on how to serve our customers on their payment needs and focus on continuously improving the customer journeys we are offering

Be responsible to develop launch and maintain debit card proposition on the market providing the highest customer satisfaction

Support CJE 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 Operations Compliance and Legal stakeholders to make sure our products and services comply with regulation and policies

Support PO to increase efficiency reduce complexity bringing the best experience in the moments of truth linked to payments and pursuing for innovative solutions

Use your analytical skills and your pro-active thinking to comprehend define select and analyze data to gather insights that enhance the decision-making process.

Translate business needs in requirements for the implementation

Have a clear understanding of IT framework in ING and be acquainted with technology development.

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 support complex programs setting clear roadmaps and solving impediments

Be creative and an out-of-the 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 acquisition of transactional account

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 long-term 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 fit-for-purpose.

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 fast-changing context of transformation to achieve results

You ensure compliance with INGs policies and standards

You stimulate cross-border 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 tax-advantaged 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 world-class 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!

En ING estamos buscando un/a Customer Journey Expert para el rea de Tarjetas (Temporal)

Tu rol y entorno de trabajo:

Estamos buscando una persona con talento y entusiasmo para unirse al equipo de Tarjetas dentro del Tribe de Pagos y Banca del da a da en un squad centrado en tarjetas de dbito y su ciclo de vida.

Tus principales responsabilidades:

Como Customer Journey Expert en el squad de Cards in Life debers:

• Representar la voz de la persona cliente tener una visin clara sobre cmo satisfacer sus necesidades de pago y centrarte en mejorar continuamente los customer journeys que ofrecemos.
• Ser responsable del desarrollo lanzamiento y mantenimiento de la propuesta de valor de tarjetas de dbito en el mercado asegurando la mxima satisfaccin de la clientela.
• Apoyar a otros/as CJE para ofrecer una experiencia diferenciadora a las personas clientes de ING maximizando el valor y la rentabilidad para la entidad.
• Ser el/la Business Guardian de tu producto/servicio colaborando con los equipos de Operaciones Compliance y Legal para garantizar que nuestros productos y servicios cumplen con la normativa y las polticas internas.
• Apoyar al/la PO para aumentar la eficiencia reducir la complejidad y ofrecer la mejor experiencia en los momentos clave relacionados con pagos buscando siempre soluciones innovadoras.
• Utilizar tus habilidades analticas y pensamiento proactivo para comprender definir seleccionar y analizar datos que aporten insights y mejoren la toma de decisiones.
• Traducir las necesidades del negocio en requisitos para su implementacin.
• Tener un conocimiento claro del framework IT de ING y estar familiarizado/a con el desarrollo tecnolgico.
• Ser experto/a en tu producto y servicio priorizando el valor entregado a la clientela en ciclos cortos definiendo un primer MVP y mejorndolo con el feedback recibido.
• Ser capaz de apoyar programas complejos estableciendo roadmaps claros y resolviendo impedimentos.
• Ser creativo/a y tener pensamiento out-of-the-box disfrutando del trabajo en equipo multidisciplinar en un entorno gil donde stakeholders y desarrolladores/as colaboran estrechamente a diario.
• Contribuir al desarrollo y mantenimiento de una estrategia de engagement con la clientela centrada en mejorar la adquisicin de cuentas transaccionales.
• Contribuir a la creacin y optimizacin constante de los procesos end-to-end con una mentalidad orientada a la gestin operativa.
• Contribuir a la elaboracin del plan comercial estrategia de upselling y cross-selling y asegurar el cumplimiento de los KPIs definidos en la estrategia.
• Contribuir al fomento de prcticas de ciberseguridad para proteger eficazmente a nuestra clientela frente a riesgos en el entorno digital.

Qu estamos buscando

Quieres saber si este puesto es para ti Estas son algunas de las cualidades que ms valoramos para este rol. Si encajas no dudes en postularte!

Una persona que lidere nuestra cultura Orange Code mostrando los siguientes comportamientos:

• Contribucin al modelo ING One Agile Way of Working y defensa del Orange Code.
• Capacidad para asumir responsabilidad personal y atender las necesidades de la clientela. El enfoque no est en clientes individuales sino en el grupo objetivo. Sabes lo que ocurre con la clientela te pones en su lugar evalas sus deseos y necesidades y te anticipas a ellos.
• Anlisis de problemas y juicio: reconocer informacin clave identificar problemas investigar aplicar distintos mtodos de anlisis establecer conexiones y anticiparse son claves para este puesto. Por ello se requieren slidas habilidades analticas y un nivel saludable de curiosidad.
• Estar al tanto de las tendencias y desarrollos en su campo y en el mercado. Adems es crucial tener conocimiento del negocio de la clientela y de los procesos bancarios. Integrar el conocimiento adquirido en el desempeo de las tareas.
• Pensamiento estratgico. A partir de la experiencia profesional se establece un vnculo entre los acontecimientos actuales la estrategia empresarial y una visin a largo plazo.
• Iniciativa para mejorar productos procesos y polticas de canal. Asegurar que las ideas creativas se implementen.
• Dar y solicitar feedback constructivo.

Al desempear el rol de CJE:

• Apoyas activamente y colaboras con colegas de tu Tribe y de otras para asegurar que todas las soluciones y procesos sean conformes y adecuados.
• Eres capaz de simplificar soluciones y procesos y comunicar claramente la propuesta a distintos stakeholders internacionales.
• Aplicars tu experiencia en delivery en un contexto de transformacin en constante cambio para lograr resultados.
• Aseguras el cumplimiento de las polticas y estndares de ING.
• Estimulas la interaccin y alineacin transfronteriza entre personas Tribes Squads y Chapters.