Customer Journey Expert - 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!

Your role and work environment:

As a Customer Journey Expert, you will be part of the team Easy Finance team, responsible for empowering people to achieve their aspirations by providing easy, transparent, and responsible consumer lending services.

Your key responsibilities:

• You must be able to move from a "concept/idea" to a functional definition and customer journey, providing an efficient cut through and real definition of the MVP to deliver value in a sustained way.
• You must be able to understand what ING architecture, databases, main building blocks, layers (front, middle and back) and technologies are required for each "concept/idea".
• You will be responsible for the definitions of ready and done, and acceptance criteria for user stories in coordination with the IT team.
• You will contribute to the product and service offering through product and marketing knowledge, understanding, and defining the business cases for the products/services, consuming the strategy and policy to execute the task.
• You will listen to customers, understanding their feedback and tracking key customer experience KPIs. You will apply distribution knowledge to contribute to the distribution mix and channel optimization. You will be aware of customer behavior across digital channels.
• You will have the ability to be autonomous in accessing tools to obtain data. You will monitor the operational performance of the CJ on limited indicators and deduce and detect deviations and trends.
• You will ensure the product is safe and secure, from the business, legal and compliance perspective, and also accountable for risks from IT side.

What are we looking for?

• Master or bachelor’s degree with a minimum of 5 years of experience.
• Proven experience in Consumer Lending business of at least 3 years.
• Proven experience in Banking Business of at least 2 years.
• Proven experience in negotiation and stakeholder’s management.
• Proven experience in Digital transformation and in the design and improvement of digital customer journeys
• Consumer Lending market knowledge, including market dynamics, players and value propositions.
• Experience in Consumer Lending business KPI monitoring and profitability improvement.

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

• Strong analytical skills.
• Problem solving mindset, with ability to challenge the status quo and identify improvement initiatives.
• Negotiation skills.
• Proven program management, planning & organizational skills.
• Passionate about innovation and new market trends.
• Clear communications skills (written and oral).
• Ability to work on an international level.
• Excellent oral and written English skills.
• Team player.
• Driven and customer focused, loving to collaborate with different people.
• Able to work in an autonomous way and to take initiative.
• Making things happen thanks to your ‘can do’ attitude.

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.