- Location
- Madrid (Vía de los Poblados), Spain
- Type
- Temporary
- Department
- IT
- Experience
- 5+ years
- Closing date
- Today
- Source
- Workday
Description
At ING we are looking for a Customer Journey Expert
Your role and work environment:
We are looking for a Customer Journey Expert that can help us develop new customer features, seamless customer processes and new enablers to be faster in future developments, in the following tribes: COO Products Tribe
The responsibility of this team is to provide the best solution for Customer processes considering market behaviors, regulations, cost reduction and user requirements, delivering high quality developments based on Agile Methodology. Making things happen, helping others be successful, always being one step ahead—that’s our DNA.
Your key responsibilities:
As a Customer Journey Expert:
You are part of the delivery team to define functional requirements, participation in testing and support before the Go-live.
You analyze data to extract operational information for decision taken, create reports for Operations areas (MicroStrategy, Excel, Power Point, etc..). Analysis of evolutions, trends and volumes seeking improvements that increase customer satisfaction and cost efficiency.
You are responsible for improving the service with an end-to-end mindset, for the day-to-day performance, for building reliable business operations and services, and for connecting it with internal or external parties.
You work with Risk, Compliance, and Legal stakeholders, to make sure our products and services comply with regulation and policies.
What are we looking for?
Master or bachelor’s degree with a minimum of 5 years of experience managing complex projects.
Customer focused and results-oriented person.
Clear Communication: Excellent communication skills.
Remote Collaboration: be adept at collaborating with team members in different time zones and cultural backgrounds.
Cross-Cultural Sensitivity & Empathy: Being aware of cultural differences within the offshore team fosters a positive and harmonious work environment.
Adaptability: be flexible and adaptable to changing circumstances and time zone differences.
Prioritization: Strong prioritization skills and ensure the team focuses on delivering high-impact results.
Risk Management: Identifying potential risks in an offshore setup and implementing measures to mitigate them ensures smoother project execution.
Deadlines Management: Efficiently managing time and deadlines to keep the development on track and deliver the product within scheduled timelines.
Stakeholder Management: Engaging and managing stakeholders effectively for successful project outcomes.
Problem-Solving: Strong problem-solving skills enable to address challenges and obstacles that may arise
Tech: Although not mandatory, some technical knowledge to facilitate effective communication and understanding between the Product Owner and the development team.
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!
