At ING we are looking for Cards Customer Journey Expert

Your role and work environment:

We are looking for a talented and enthusiastic CJE to join our Cards Team of Payments and daily banking Tribe in a squad focused on Debit cards and card in life

Your key responsibilities:

As CJE in Cards in Life squad you will:

• represent the “voice of the customer”, have a strong vision on how to serve our customers on their payment needs and focus on continuously improving the customer journeys we are offering
• be responsible to develop, launch and maintain debit card proposition on the market providing the highest customer satisfaction
• Support CJE to provide a differentiating experience for ING’s customers at optimal value and profitability for ING
• be the “Business Guardian” of your product/service working with Operations, Compliance, and Legal stakeholders, to make sure our products and services comply with regulation and policies
• support PO to increase efficiency, reduce complexity, bringing the best experience in the moments of truth linked to payments and pursuing for innovative solutions
• use your analytical skills, and your pro-active thinking to comprehend, define, select and analyze data to gather insights that enhance the decision-making process.  
• translate business needs in requirements for the implementation
• have a clear understanding of IT framework in ING and be acquainted with technology development.
• be an expert of your product & service prioritizing on value delivered for our customers in short cycles, defining a first MVP and improving with the feedback gathered

• be able to support complex programs, setting clear roadmaps and solving impediments
• be creative and an out-of-the box thinker who likes to work in a multidisciplinary team in an agile environment where stakeholders and developers collaborate closely on a daily basis
• contribute to develop and maintain a customer engagement strategy focus on improving the acquisition of transactional account
• contribute to create and constantly optimize the end to end processes supported by an operations management mindset
• contribute to build commercial plan, upselling and cross selling strategy and to ensure the achievement of the KPIs defined in the strategy.
• contribute to support the adoption of cyber security practices for effectively protect our customers against risks in the digital world

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!

A leader of our Orange Code culture displaying the following behaviors:

• Contribution to the ING One Agile Way of Working and safeguard the Orange Code
• Ability to assume personal responsibility and address customer needs. Focus is not on individual customers, but on the customer as a target group. You know what is going on with the customer, put yourself in customers' shoes, assess the wishes and needs of customers and anticipate on this.
• Problem analysis and judgement: Recognize key information, problem identification, research, various methods of analysis, establishment of connections and anticipation are key to your job. Strong analytical skills and a healthy level of curiosity are therefore vital.
• Stay on top of trends and developments within their field and the market. Aside from that, it is of crucial importance to have knowledge of the customer's business and banking processes. Integrate acquired knowledge into performance of tasks.
• Thinking in strategic terms. Based on professional expertise, a link is established between current events and business strategy and a long-term vision.
• Initiative needed in improving products, processes and channel policies. Ensuring that creative ideas are also implemented.
• Giving and asking for constructive feedback

By fulfilling the CJE role:

• You actively support and work with colleagues from your and other Tribes to ensure all solutions and processes are compliant and fit-for-purpose.
• You are able to simplify solutions and processes and tell the story clearly to various international stakeholders
• You apply your experience in delivery in the fast-changing context of transformation to achieve results
• You ensure compliance with ING’s policies and standards
• You stimulate cross-border interaction and alignment between people, Tribes, Squads, Chapters

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.

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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