Customer Journey Expert - COO Products (Temporary)

Location: Madrid, Spain, with a hybrid schedule agreed between home and the ING Madrid office

Company

ING is an international digital bank with more than 1,600 employees in Spain and a presence in over 40 countries.

What you will do

• Develop customer features, seamless customer processes, and enablers for faster future development within the COO Products Tribe.
• Define functional requirements as part of the delivery team and participate in testing and go-live support.
• Analyze operational data, trends, evolutions, and volumes, creating reports for Operations using MicroStrategy, Excel, and PowerPoint.
• Improve services with an end-to-end mindset, focusing on customer satisfaction, cost efficiency, reliable operations, and service performance.
• Connect internal and external stakeholders and collaborate with Risk, Compliance, and Legal to ensure regulatory and policy compliance.

Requirements

• Master’s or bachelor’s degree.
• At least 5 years of experience managing complex projects.
• Strong communication, prioritization, problem-solving, deadline-management, risk-management, and stakeholder-management skills.
• Customer-focused and results-oriented approach.
• Ability to collaborate with colleagues across different time zones and cultural backgrounds.

Nice to have

• Technical knowledge to support communication between the Product Owner and the development team.

Culture & Benefits

• Flexible hybrid working model with shared accountability for deciding home and office days.
• Restaurant card, health insurance for the employee and family, and life insurance.
• Flexible remuneration options covering services such as nursery, transport, and training.
• Free shuttle service to the Madrid office, plus on-site facilities including a gym, doctor, hairdresser, and physiotherapy.
• Banking benefits, pension plan access, employee networks, wellness programs, and Gympass.