Customer Journey Expert Everyday Engagement en Madrid

Descripción del empleo

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 a Customer Journey Expert for our Platform Area that can help us develop new customer features and enablers to make our platform future-proof at the same time we maintain our platform available,  and compliant.

You will be responsible for translate business needs into delivery requirements by working in the squads through the whole product lifecycle acting as a bridge between business & IT.

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:


Delivery owner making things happen

Slice Features into User histories that suppose, in themselves, an increase in value for your product and for the customer

Write User Stories being sure that they follow the INVEST model principles

Define acceptance criteria of the User Stories using BDD format (Gherkins language: Given/When/Then) 

Be accountable of the Definition of Ready and Definition of Done of the User Stories

Ensure the quality of the production uploads, supporting QA Role in the definition of the Test Plans and user cases, as well as in the execution of functional and non-functional tests

Identify all the dependencies related with the project register them properly and proactively follow-up in order to solve them

Manage risks and impediments proactively, being able to identify them and work on the definition of contingency plans to prevent or solve them

Stakeholders management at all levels of the organization and external stakeholders, in order to understand and execute the business and user needs and complying with the IT bank Strategy

Access and security of the app monitoring in order to identify potential issues and define improvements that enable a best-in-class experience for our customers.



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.

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 business / technical 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.


Información extra

Tipo de contrato
Tiempo completo
Publicado el
Carnet de conducir
Carta de motivación

Madrid | Tiempo completo

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