Mobile App Customer Journey en Madrid

At ING we are looking for a Mobile App Customer Journey Expert

Your role and work environment:

We are looking for a talented and enthusiastic Mobile App Customer Journey Expert to join our Everyday Engagement tribe Team and our way of working is through Agile methodologies.

The responsibility of this team is to have the digital platform our customers brag about while we have a lot of fun!

You will be responsible for putting customers on the very center of all initiatives, using research and testing methodologies to validate it is customer-proof.

In addition, you will translate business needs into lovable products for our customers, by working in the squads through the whole product lifecycle, ensuring a good follow-up of CX and business metrics to garner new insights for a continuous improvement of the customer journey.

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:

Customer Experience: Provide the best customer experience by designing, mapping and constantly improving the customer journey performance, leveraging on PACE methodology. Coupled with an end-to-end process view to be able to collect CX insights and data, and translate it into UX and IT landscapes.

Digital Strategy. As experts in digital experience, be proactive in the identification of new capabilities in our digital platform in order to engage our customers and increase efficiency of our assisted channels, bringing the best experience in moments of truth. Support the adoption of cyber security practices to effectively protect our customers from risks in the digital world.

Data Fluency: Comprehend, define, select, and analyze data to garner insights that enhance the decision-making process. Translate ambiguous environment to meaningful indicators and provide the capacity for driving powerful business insights faster.

Product & Service Strategy: Lifecycle management in order to develop, launch and maintain an attractive and compliant value proposition in the market, providing the best customer satisfaction. Responsible for guaranteeing bank revenue and benefit-cost balance, presenting business cases with benefit tracking after the implementation.

Agile Delivery: Translate business needs into requirements for the implementation. Prioritize initiatives in short cycles, based on value delivery for our customers, defining an initial MVP to be improved with the feedback gathered. Strive for efficiency, reducing complexity in our definitions and pursuing innovative solutions. Manage dependencies, non-financial risk issues and impediments.  

What are we looking for?

Want to know if this job is made for you? These are some of the qualities that we value the most for this role. And if the shoe fits… don’t hesitate to apply!

Master or bachelor’s degree with a minimum of 3 years of experience

Customer focused and results-oriented person

Good digital, analytical and strategic thinking skills

Great organizational, oral and written communication skills

Passionate about innovation, new market trends and future thinker

Able to work in an autonomous way, to take initiative and to make things happen with a can-do attitude

Problem solving mindset

Good team player, willing to collaborate with different people

Very good oral and written English skills

Ability to work at 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 fulfill you in every way, and that is why we take care of even the smallest details.

Check out what is waiting for you!

Flexible schedule and 100% flexible e-working.

Work or e-work? We have a totally flexible model: keeping both our customers and your colleagues in mind, you can choose the one that best suits you all.

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 with your errands) 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 remuneration.

In addition, you will 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 our ING office in Madrid comfortably.

Banking benefits.

Special loan or mortgage terms after 6 months working at the bank.

And you can 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 service.

Get to know Us

We are a team of more than 1000 people sharing one idea: doing our bit in helping our clients create a better future for themselves, by providing them with the tools they need to get where they want to go.

A fully online bank where technology, innovation, simplicity and transparency are the main ingredients, and the first one to work with agile methodologies.

And although we are based in Spain, we are lucky to work with international and diverse teams every day across 44 countries.

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!