Payments & Daily Banking 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

We are looking for a customer journey expert to provide to ING customers an easy, differential and sustainable experience when paying with cash.

She/he will be responsible to define and implement the cash strategy for ING, managing feature products development, customer experience and profitability for ATM (automatic teller machines) and cashback solutions. It includes ING owned solutions (TWYP and ING’s ATM network) as well as the relationship with external partners and solutions.

You have an end to end responsibility for providing customers and future friends the most reliable and innovative way of managing their money and payments, focusing on the quality of the self-servicing, and leveraging on the brand and bank customer obsession.

As customer journey expert you will define the initiatives allowing to reach the goals of your Tribe.

You will work closely with customers and key stakeholders to achieve the initiatives that respond to the vision, strategy and road map of the Payments and Daily Banking Tribe.

You are passionate about improving the customer’s experience in the different channels and have a broad knowledge on products and services strategy.

You have a data mindset; you observe what happens around you and what we are building and challenge or adapt if we are not going in the right direction.

You work in Agile teams, focusing always in delivering value to our customers in a fast way while continuously improving the way we work.

You are also an active member of a Chapter supporting in improving the way of working and where you work on your craftsmanship.

You are a team player. You are actively involved in the maintenance, development and realization of (new) services & functionalities. As an expert, you will deliver all the necessary business know-how and skills within the Squads to realize the shared Tribe purpose.

As a customer journey expert, you will report to the Payments & Daily Banking Chapter Lead.

Your key responsibilities:

• Develop the product vision and define what to do to get there. They define priorities, manage the product backlog and relevant stakeholders, and ultimately deliver value for the customer with their Squad(s).
• Together with the Area lead and other POs you own the delivery of the Tribe's purpose. Jointly you are responsible for the end-to-end delivery of the products and services of the Tribe.
• You manage stakeholders, prioritise the backlog, and are clear about the product vision to guide your Squad(s) and keep focus.
• You belong to a Chapter in which you continually develop your craftsmanship and way of working.
• You deliver input for the new QBR cycle to the Area Lead on status and plans, along with impediments, improvements and dependencies.
• You update your Tribe and other PO’s on new developments that can have an impact on the portfolio, and discuss progress and impediments.
• You provide the “What” and the “Why” (the functional perspective) and ensure that Squad(s) improvement and development ideas are aligned with the product vision and how to get there.
• You clarify the value of the work items and you help the Squad to get them into a state of readiness.
• You bring a prioritised backlog and help your Squad use their expertise to come up with a Sprint goal.
• You ensure focus on the sprint goals and that Squad members are not distracted by other stakeholders.
• You are accountable to get the feedback from your stakeholders regarding the output of your Sprint.
• You have the same role as every other Squad member: improve the Squad’s way of working and team performance.

What are we looking for?

• Master or bachelor’s degree
• 5-10 years’ professional experience/affinity with customer journey expert with Product Owner, Product Manager, Product Specialist and Project Manager
• Strong affinity and experience with Agile way of working
• Experience in refining and designing features, challenging and advising Product Owners on feature dependencies and priorities
• Strong analytical skills
• Problem solving mindset, with ability to challenge the status quo and identify improvement initiatives
• Capable of acting as connector between squads and stakeholders
• Capable of presenting solutions, roadmaps and milestones to higher management with the ability to simplify complexity and drive operational excellence.
• Making things happen thanks to your ‘can do’ attitude.
• Passionate about innovation and new market trends
• Excellent in English (verbal and written)

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.

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.