Digital Product Specialist 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!

Your role and work environment:

In the Everyday Engagement tribe, we aim to be the digital platform our customers brag about while we have a lot of fun!

We are looking for the best-in-class customer experience in our digital channels to keep the virtuous circle moving fast from the best customer experience to a boost in digital contacts, recommendation and sales.

For that purpose, we need to bring customer perspective and preferences, prioritize high customer value initiatives and maximize our customer impact in an omnichannel landscape.

We are looking for Customer Journey Experts that can help us develop new customer features, seamless customer processes and new enablers to be faster in future developments.

You will be responsible for putting customers on the very center of all initiatives, using research and testing methodologies to validate it is customer-proof and ensuring a good follow-up of CX and business metrics to garner new insights for a continuous improvement of the customer journey. In addition, you will translate business needs into lovable products for our customers by working in the squads through the whole product lifecycle.

You will be part of a cross and multidisciplinary tribe and will also participate in the CJE Chapter to improve the CJE craftmanship of the bank and to build a high-performance way of working.

Your key responsibilities:

• Customer Experience: Provide the best customer experience by designing, mapping and constantly improving the customer journey performance leveraging on PACE methodology. With an end-to-end process view being able to collect CX and data, translating into UX and IT landscapes.
• Digital Strategy. As experts in digital experience, be proactive in the identification of new capabilities in our digital platform in order to engage our customers and increase efficiency of our assisted channels bringing the best experience in the moments of truth. Support the adoption of cyber security practices for effectively protect our customers against risks in the digital world.
• Data Fluency: Comprehend, define, select, and analyze data to garner insights that enhance the decision-making process. Translating ambiguous environment to meaningful indicators and providing the capacity of driving better business insights faster.
• Product & Service Strategy: lifecycle management in order to develop, launch and maintain an attractive and compliant value proposition on the market providing the highest customer satisfaction. Responsible to guarantee bank revenue and balance benefit-cost presenting business cases presenting benefit tracking after the implementation.
• Agile Delivery: Translate business needs in requirements for the implementation. Prioritizing based on value delivery for our customers in short cycles, defining a first MVP and improving with the feedback gathered. Strive for efficiency, reduce complexity in our definitions, pursuing for innovative solutions. Manages dependencies, non-financial risk awareness and impediments.  

What are we looking for?

• Master or bachelor’s degree with a minimum of 4 years of experience. 
• Driven and customer focused, loving to collaborate with different people.
• Strong Digital capabilities.
• Good analytical skills.
• Strong thinking in strategic terms.
• Proven planning & organizational skills.
• Clear communications skills (written and oral).
• Passionate about innovation and new market trends and pro-active thinker
• Able to work in an autonomous way and to take initiative.
• Making things happen thanks to your ‘can do’ attitude.
• Problem solving mindset.
• Team player.
• Excellent oral and written English skills.
• Ability to work on an international level.
• Versatility, experience in several business domains is a plus.

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 fill you in every way, and that is why we take care of even the smallest detail.

Check out what is waiting for you!

Flexible schedule and 100% flexible e-working.

Work or e-work? We have a totally flexible model: choose the one that best suits you.

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, urban orchard, The Good Service (to help you in your arrangements) and much more!

Life insurance.

We hope you don't need to use it!

Health insurance.

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

Flexible retribution.

In addition, you can enjoy our flexible remuneration model, through which you can 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 work comfortably.

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.

Gympass