Service Designer 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:

ING's strategy is focused on providing an excellent service to their customers and having a stable growth with strong profitability. One of our strengths is on easiness and add value digital services for our customers. Therefore, we seek decisive and enthusiastic people who want to work in one of the leading digital financial institutions worldwide, recognized for offering its customers the market’s most innovative financial products.

We are looking for a creative, motivated and strategic digital problem solver to join our Customer Obsession & Innovation CoE. We aim to unfold the digital experiences that meet and exceed our customers' needs and aspirations.

The successful applicant will tackle the most challenging and transversal problems within ING's business units. You are a technology-savvy and inspirational T-shape skill set l with robust design and business understanding. You will collaborate with future thinkers, researchers, designers, data analysts, business and IT teams to solve business challenges that are worth solving for our customers.

Your key responsibilities:

For us, several things characterize our Service Designers…

They are a master of:

• Service design tools and processes (e.g. stakeholder mapping, persona, customer journey mapping, service blueprints)
• Designing new or enhancing current products, services, business models and customers experiences that address a variety of customer challenges and segments.
• Thrives on support evidence-based decisions. Quantify opportunities, customer segments and their willing to acquire different services or feature.
• Using a range of design tools in the fuzzy front end, scoping the project challenge, understanding current situation, user problem definition, concept development and outlining minimum viable service.
• Bringing concepts to life through quick and dirty prototyping (e.g. wireframes and visual design for experiments or MVPs).
• Ensuring the validation of new offerings, at different stages in order to gather feedback to improve concepts.
• Coaching sponsors and teams to run ING’s proprietary innovation methodology and associated decision gates.
• Storytelling. They will need to be convincing and effective in front of our stakeholders and project teams.

What are we looking for?

They know about:

• Analysing behaviours and pattern recognition. They work with customers and data analysts to ask the right questions and assess their potential for impact.
• Rocking figures and insights to measure the found customer problem and the proposed solution.
• Understanding business priorities and defining solutions that best meet the interests of customers and the business, considering the current situation and its evolution.
• Outlining customer segments regarding quantitative and qualitative information.
• Being efficient, delivering solutions that provide maximum value with minimum effort, ensuring reusability and consistency.
• Empathizing with customers and analysing customer needs to realize explicit assumptions and hypothesis on the best business and technology solutions.
• Effectively communicating and presenting insights and recommendations to stakeholders within the organization.
• Translating future services or solutions into a set of clear deliverables.
• Produce high-end visual materials to display results in workshops or project meetings.
• Applying a variety of tools and technologies (e.g. digital or paper prototypes, online or in-person behavioural analysis, qualitative interviews or quantitative surveys) to design, test and measure experiments.

They are:

• Thrived in uncertainty.
• Not afraid to challenge team to experiment out of the comfort zone
• Resilience and customer focused
• Team players
• Proactive
• Visual thinkers
• Keen on learning what makes people tick.
• Aware of trends affecting innovation.
• Business savvy
• Familiar with Lean Start-up, Design thinking and Agile Scrum
• Clear communications skills (written and oral)
• Excellent oral and written English skills

They have worked in:

• Master or bachelor degree with a minimum of 5 years of working experience.
• A degree in relevant fields such as Service Design, Product Design, Human-Computer Interaction or Behavioural Psychology would be a plus.
• Digital companies with big challenges related to transformation or disrupting the customer experience.
• Navigate multidisciplinary teams along with the human-centric design, lean start up and growth hacking process.
• An international environment.
• Within an agile organization and inspiration to continue working in this matter.
• A validated portfolio of delivered prototypes/design/initiatives.

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.