Customer Development Expert (Business Banking Spain)

Your role and work environment:

We are looking for a talented and enthusiastic Customer Development Expert to join our Business Banking team.

The mission of this role is to drive customer-led growth by representing the voice of the Business Banking customer and translating customer feedback, market developments and competitive insights into actions that improve customer relevance, proposition adoption and commercial performance.

The Customer Development Expert plays a key role in shaping how ING will serve self-employed professionals and SMEs in Spain, ensuring that customer needs, market trends and competitive developments are reflected in our strategy, propositions and customer engagement approaches.

This role will be instrumental in supporting the design, validation and launch of new value propositions, helping ING bring relevant and differentiated solutions to market.

You will work in a highly collaborative environment alongside Product, Growth, Brand, Customer Experience and Research teams, ensuring customer insights are transformed into tangible business impact.

Your key responsibilities:

As a Customer Development Expert, you will:

• Represent the voice of the customer across Business Banking and ensure customer needs are reflected in strategic, commercial and operational decisions.
• Consolidate and analyse customer feedback, customer signals, market intelligence and industry trends to identify opportunities for growth and customer value creation.
• Identify customer needs, pain points and unmet opportunities, translating insights into recommendations that influence products, propositions, processes and customer journeys.
• Support the definition, validation and successful launch of new value propositions for self-employed professionals and SMEs.
• Partner with Product, Growth, Brand and Customer Experience teams to test and validate initiatives and commercial propositions with customers.
• Own Business Banking competitive benchmarking and monitor external best practices, identifying opportunities for differentiation and innovation.
• Contribute to the evolution of customer engagement strategies and commercial priorities through a deep understanding of customer behaviour and market dynamics.
• Leverage customer listening frameworks, market research and customer insight methodologies to generate actionable recommendations.
• Promote a customer-centric culture and ensure decisions are grounded in customer evidence and market realities.

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!

Professional experience

• Mandatory experience in Business Banking, including direct exposure to self-employed professionals and SME customer segments.
• Strong knowledge of the Spanish Business Banking market and customer needs is highly valued.
• Proven experience in customer insights, customer experience, proposition development, market research, strategy, commercial development or related disciplines.
• Experience supporting the design, validation or launch of customer value propositions and commercial initiatives.
• Demonstrated ability to transform customer and market insights into business actions and measurable outcomes.

Technical skills

• Strong understanding of customer-centric methodologies, Voice of Customer practices and customer journey thinking.
• Experience conducting customer research, market analysis and competitive benchmarking.
• Strong analytical capabilities and ability to identify trends, opportunities and growth drivers from qualitative and quantitative information.
• Ability to develop compelling business recommendations based on customer evidence and market intelligence.
• Comfortable working with customer listening frameworks, customer feedback programmes and insight generation methodologies.

Personal competencies

• Customer obsessed, with a genuine passion for understanding customer needs and behaviours.
• Strong commercial mindset and ability to balance customer value with business performance.
• Excellent stakeholder management and influencing skills.
• Strong communication and storytelling capabilities, able to translate complex insights into clear recommendations.
• Curious, proactive and continuously looking for opportunities to improve customer outcomes.
• Collaborative team player who thrives in cross-functional environments.

Education

Bachelor's degree required. Postgraduate qualifications or specialised training in Marketing, Business, Strategy, Customer Experience or related topics are valued.

Languages

Spanish and English proficiency required.

What will make you stand out?

• Deep expertise in the Spanish SME and self-employed segments.
• Experience launching and scaling customer value propositions within Business Banking.
• Experience working closely with product, commercial or growth teams.
• Knowledge of customer listening frameworks, NPS programmes and customer insight methodologies.
• Experience in digital banking or customer-centric transformation 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 fulfill you in every way, and that is why we take care of even the smallest details.

Balance That Works. We put balance to work, so you can do it too. With our customers’ needs first, the team´s and your own, we agree when to come to ING MAD and when to work best from home. More time together when it matters, more freedom when you need it.

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, The Good Service (to help you with your errands) and much more!

Health insurance. For you and all your family (spouse/partner and children).

Life insurance. We help you protect what matters most to you.

Flexible remuneration. In addition, you will enjoy our flexible remuneration model, through a more tax-advantaged way, you will be able to 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 loans with more beneficial conditions. Special mortgage conditions after 6 months working at the bank. And you can benefit from our pension plan after 1 month with us!

More vitality and more belonging. 360º care of the employee (physical, mental, social connection & purpose). Physiotherapy service on site. Clinics with professional, world-class athletes. Gympass service. Employee Networks: Rainbow Lions (LGBTQI+), Leonas & RIÑG. International Remote work program.

Get to know Us

We are a team of more than 1800 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 in an international bank with presence in more than 40 countries.

We are proud to have a diverse team, and we are committed to continue developing a culture of Diversity, Inclusion and Belonging to foster a culture of collaboration and innovation that represents all collectives in the society.

And even though we look orange on the outside, we are green on the inside. Our ambition in Sustainability is Empowering (y)our Sustainability journey. We are embarking on our path, for us, but we are also there for when our clients decide to embark on this journey.

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!

At ING, you belong just as you are. We hire and support people for their talent and potential — and we know that when you can be yourself, you do your best work.