Customer Journey Expert Consumer Lending en Madrid

This is Us.

A team of more than one thousand people sharing an idea: doing our bit in helping our clients create a better future for themselves, providing them with the tools they need to get where they want to go.

In today’s world, we know this happens because we are a fully online bank. We were born out of that idea and 20 years on, technology, simplicity and transparency continue to be the ingredients of the recipe that leaves the best taste in our mouths: being more than just a bank, someone useful in the lives of the millions of clients who have chosen us.

The way we do things also mirrors our eagerness to innovate. We are proud to be one of the very first banks to work with agile methodologies. It doesn’t ring a bell yet? No worries, we will be delighted to tell you all about it. You will find it’s one of those things you’ll want to repeat over and over.

And although we are based in Spain, we like to cross borders. We are lucky to work with international teams every day across 44 countries, composed of women and men as equal as they are diverse. Because here you are completely free to be who you want to be, love whomever you choose, and even go for pineapple as your pizza topping. 

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!

What are we looking for?

For us, a Customer Journey Expert in Consumer Lending key responsibilities are:

You represent the voice of the customer, put yourself in customers' shoes, assess the wishes and needs of customers and anticipate on this, and focus continuously on improving the journeys we are offering.
You share the responsibility to provide a differentiating experience for ING’s customers at optimal value and profitability for ING.
You lead the solution design for the two products of your squad: instalment loans and revolving cards (content, stakeholders, deliverables, risk and compliance, planning ...).
You are responsible for improving the product with an end-to-end mindset, for the day-to-day performance and continuity, and for building reliable business operations and services.
You work with Risk, Compliance, and Legal stakeholders, to make sure our products and services comply with regulation and policies

As a Customer Journey Expert in Consumer Lending you must

Be able to think in strategic terms, linking current events, business strategy and a long-term vision. 
Have strong analytical skills and take decisions based on data and facts. You are a pro-active thinker
Have experience in digital transformation and in the design and improvement of digital customer journeys
Be able to lead complex programs, setting clear roadmaps and solving impediments.
Have strong problem analysis and judgement skills (recognize key information, problem identification, research, various methods of analysis, establishment of connections, etc.)
Be curious, passionate about innovation and stay on top of trends and developments within the Consumer Lending market
Be able to tell the story and communicate clearly (written and oral) to various international stakeholders (advanced English is required)
Are creative and an out-of-the box thinker who likes to work in a multidisciplinary team in an agile environment
You give and ask for constructive feedback
Be a team player, stimulate cross-border interaction and alignment between people, Tribes, Squads, Chapters.
Own a master or bachelor’s degree with a minimum of 6 years of experience.
Have proven experience in Consumer Lending products (instalment loans and revolving cards) including value proposition design, performance monitoring and profitability improvement

whose day at ING looks very much like this:

7.00 - 10.00 h / Arrives at the office (Flexible start time) 
At 10.00 h / Daily planning
At 11.00 h Customer journey review and voice of the customer analysis
At 12.00 h Working session with Operations, Channels, IT and Marketing
At 13.00 h Takes a break and goes down to the canteen.
At 14.00 h Scan consumer lending news and share insights with your international colleagues
At 16.00 h Weekly business performance review and analysis
16.00 - 19.00 h (Flexible end time). Goes to the paddle tennis court for a game.
Win or lose, a shower and off to home.

What do we offer?

Flexible schedule. 
What goes on at ING matters much to us. 
But we know that the most important things are outside the office.

Free meals.
So that thinking about what to have for lunch doesn’t take up your time or your cravings.  

Life and health insurance. 
For you and all your family (spouse/partner and children).

Free company shuttle. 
We take you from Madrid city center to our offices at Las Rozas (and back!)

Banking benefits.
Special loan or mortgage terms after 6 months working at the bank.
And benefit from our pension plan after 2 years with us.

More health, more sports.
Paddle tennis court and lessons available to you
Runners club with your own trainer
Clinics with professional, world-class athletes
Physiotherapy service on site