Customer Research Lead 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 Research Chapter Lead within “Customer Obsession & Innovation CoE” at ING Spain, you will work in a team and be a key multiplier for the Customer Obsession Practice along with other leads.

We are looking for someone who is passionate about the research expertise and curious by nature, with a strong drive to continuously be on the cutting edge of their field, looking for new ways to innovate and challenge conventions.

Your role will be to shape the organization’s understanding of all types of Research (market, trends, UX and CX), evolve the way it works to best meet the needs of the organization, and continually innovating to find smarter and more effective ways to engage with users.

In your day-to-day work (60% of your time), you will work in a multidisciplinary squad closely with UX and Solution designers to look at problems from a user perspective and address them using different research methods. You will lead execution across multiple teams and mentor other team members to ensure the bank delivers top-notch people-centric experiences.

Collaboration and advocacy for users, customers, colleagues (and people overall!) are at the heart of our work. We believe research is a team effort, and you will work to bring people together. For that, you will have to increase your influence to execute product strategy, reinforcing research capabilities for everyone in the bank to increase their autonomy during the first steps of the validation process and, finally, facilitating research fueled decision making.

Your role is to create an optimal, authentic, and consistent customer-centric culture and align research across all areas of ING Spain

Your key responsibilities:

As a Chapter Lead in ING Spain you:

• Watch over the development, vision and transversal planning of the Research expertise being the main responsible for the How of the expertise.
• Define the objectives and the strategy of the Research Craft, stand-alone, but also aligned with the rest of the chapters.
• Watch over the development of the discipline and its evolution according to market trends, ensuring that the Research Chapter is at the forefront.
• Ensure consistency and transversality of your expertise: coherence and global vision. You also convey the bank's vision to the team.
• Foster a sense of pride and belonging to the chapter.
• Ensure that the team has the appropriate competencies and their continuous development.
• Set the objectives and plan for the development of the team’s expertise.

As a Senior Researcher you:

• Participate in the day-to-day of the projects as regular squad member.
• Define, plan, and conduct user research projects and programs through a variety of research techniques and methods (i.e., ethnography, surveys, and usability tests).
• Leading the discovery phase in PACE, you will have to generate compelling insights, stories, and artefacts to help drive evidence-based product and design decisions.
• Define and track Experience metrics, bringing clarity to facilitate decision making.
• Communicate insights and evangelize the users’ voice across the company by teaching, telling stories, and creating compelling experiences.
• Identify signals and change factors with impact in the brand and the business and opening opportunities to innovate.
• Apply rigorous analysis to understand and document complex workflows and processes.
• Build rapport and trust with both users and other company stakeholders.
• Act as a thought leader in the research domain, always advocating for the people who could use our products.
• Guide teams to be owners of their research projects and propose, being a step forward connecting the relevant dots.

You will take 40% of your time for the following responsibilities:

• To manage, coach, inspire, develop, evaluate and assess employees.
• To create the required environment and enable employees to do their jobs well, both now and in the future.
• To keep Research craftmanship up to date (both capabilities and competences)
• To proposes training/courses, professional literature.
• To play a role model to generate curiosity of your team towards other domains of expertise.
• Together with the Leadership Team, you help others to be more successful by focusing on craftsmanship, improving, and sharing the Way of Work, and creating a high performing team

What are we looking for?

• 10+ years in related professional work.
• Master’s degree or qualified with relevant experience.
• A strong working knowledge of user-centred experience design and interaction design.
• You are able to think strategically and mentor other team members in translating research findings into actionable product solutions. You're comfortable working with a variety of stakeholders and navigating complexity, while connecting the dots across different teams and informing product strategy decisions through user insights.
• You enjoy keeping yourself up to date with the latest research practices and look for ways to keep growing the discipline and ways of working.
• Excellent oral and written English skills.
• Ability to work on an international level.

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.