Customer Journey Expert– Mobile Customer On boarding en Madrid

This is Us.

A team of more than one thousand people sharing an idea: creating the bank of the future for more than six million customers in 4 different countries, based on a state-of-the-art digital platform.
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 4 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!

In Customer Onboarding & Customer in Life Tribe we are aiming for:

Lead the end to end product lifecycle of the new iOS & Android native Apps
Deliver the best customer onboarding process, fast and user friendly
Build a commercial website able to optimize conversation for each country
Build the assisted channels providing a unique digital customer experience 
Make sure we Know our customers according to the regulation
Build a product agnostic “Document Management” system supporting the onboarding and customer in life processes 
Provide an easy, secure and reliable omnichannel experience in “Login”, “Personal credentials” and “Personal data management”
Implement a “Limitations” service in order to support the bank controls of the operational risks and the customer eligibility

Your role and work environment: 

You have an end-to-end responsibility for the development, management and phasing out of products and services with a view to achieving an optimum customer experience.
You are passionate about improving the client experience and own a broad specialism regarding the product, channel or market with end-to-end responsibility for the squad's activities. You work in a squad within a Maggie Tribe together with other experts to achieve the squad's mission.
You possess expertise in the areas of product management, channels, process optimization and functional requirements 
Might fulfil the role of Product Owner within a squad, what is achieved within a squad and what are the priorities used. Each squad has a single product owner. A product owner works according to their own expertise for around 50% of the time and performs the product owner role during the remaining time.
You are also a member of a Chapter where you work on your craftsmanship. In the chapter we will build and extend craftsmanship on Customer Journey, Product development and collaboration with third party solutions providers

Your key responsibilities:

As a Customer Journey Expert in Maggie you: 

You contribute to the ING WoW and safeguard the Orange Code.
You are representing the voice of the customer, have a strong vision on how to attract consumers and focus on continuously improving the journeys we are offering.
You support the Tribe Lead in the responsibility to manage the overall backlog based on a customer value principle, this is a key principle in your daily work and priority setting
You share the responsibility to provide a differentiating experience for ING’s customers at optimal value and profitability for ING.
Offer solutions by seamless integration into the value chain of our clients and by connecting it with other internal and external capabilities;
You apply your experience in supporting to build and manage the products with an end-to-end mindset, including the design and implementation and business operations and services
Have understanding of client needs, digitization and API’s, bridging IT and business
Have analytical skills and takes decisions based on data and facts
Are a pro-active thinker
Work with Risk, Compliance, and Legal stakeholders, to make sure our products and services comply with regulation and policies
Are creative and an out-of-the box thinker who likes to work in a multidisciplinary team in an agile environment

We are looking for: 

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

Able 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 customer's business and banking processes. Integrate acquired knowledge into performance of tasks.
Desirable 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, for example, improving products, processes and channel policies. ensuring that creative ideas are also implemented.

Proven track record and technical skills:

Master or bachelor’s degree with a minimum of 3 years of experience.
Driven and customer focused, loving to collaborate with different people
Good analytical skills
Proven planning & organizational skills
Clear communications skills (written and oral)
Passionate about innovation and new market trends
Able to work in an autonomous way and to take initiative
Making things happen thanks to your ‘can do’ attitude
Problem solving mindset
Excellent oral and written English skills.
Ability to work on an international level
Analysis skills - market analysis, benchmarking, data analysis and data driven decisions
Customer centric approach
Stakeholder management 
Previous experience with Agile methodology
Digital transformation project experience

Content

iOS & Android native Apps Knowledge
Banking onboarding processes knowledge (B2C) 
Customer Identification methods (financial and no financial services)
Digital signature knowledge
KYC knowledge 

What do we offer?

Flexible schedule and 100% flexible e-working 
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. 

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.
Runners club with your own trainer
Clinics with professional, world-class athletes
Physiotherapy service on site