Customer Communications Expert

At ING we are looking for a Customer Communications Expert

Your role and work environment:

We are looking for a talented and enthusiastic Customer Communications Expertto join our Customer Engagement Comms Strategy Team of Customer Interactions & Monetization Tribe

Customer interactions & Monetization Tribe is focused on giving our clients relevant communications anytime, anywhere. In order to achieve this mission, we are looking for a Customer Journey Expert who help us to manage, define and deliver the best communication strategy to achieve the business goals, while boosting our client satisfaction and engagement

As an expert, you will deliver all the necessary business know-how and skills within the Squads to realize the shared purpose.

Your key responsibilities:

For us a Customer Communications Expert is someone who:

•           Knows how to personalize and be relevant in each communication between our clients and ING

•           Considers the data and a deep understanding of the customer journeys to help them make the best decision using the most appropriate communication trough the different existing channels.

•           Manages client’s communications and is able to define a client-oriented contact strategy that prioritizes the detection of real time events trough digital channels and mobile

•           Defines campaigns with the business lines, knows the target of them, and chooses the best moment considering the global communications strategy of ING.

•           Is focused on the client and follows the saturation and frequency rules stablished in our strategy, while keeping the sight on the business needs

•           Supervises the communications to measure their effectiveness and the value added for our clients, identifies improvements needed, and proposes solutions in a continuous feedback cycle.

•           Knows and is able to use all the necessary tools to be able to communicate with clients

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!

•           Someone who has experience defining and implementing personalize communications with communications tools like UNICA, Adobe Journey Optimizer or other Marketing Automation Tools & Campaign Tools.

•           Focus on delivery, through collaboration.

•           Knows how to work with internal clients and stakeholders analyzing the impact of each communication/use case proposed and measuring the value of them.

•           Is able to work and understands a complex environment, has a global overview of the strategy and generates simple and scalable solutions.

•           Is teamwork enthusiast

•           Is flexible and willing to work in a multidisciplinary environment with the rest of the company.

•           Has an advanced level of English and wants to join an international environment.

•           Loves challenges and takes on the challenges of stakeholders as his/her own.

•           Knowledge of Agile Way of Working and its delivery framework

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!

Be flexible my friend.

Our model is all about flexibility and accountability. Keeping both our customers and our colleagues’ needs in mind, you determine together which days you work at home and which you come to ING MAD to offer your best self. Do your thing.

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 1700 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!

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