Requirements: English
Company: ING Espaa & Portugal
Region: Madrid , Community of Madrid
At ING we are looking for a Customer Experience SpecialistYour role and work environment:We are looking for a talented and enthusiasticCustomer Experience Specialistto join ourCustomer Experience Innovation Culture TeamofCustomer Obsession Innovation CoEThe responsibility of this team is to understand and anticipate customers' needs to make their experience perceived as memorable and innovative. Our vision is to make ING the most loved bank in the Spanish market, providing our customers a Superior Customer Experience.Your key responsibilities:As a Customer Experience Specialist you will:Analyze the Voice of the Customer, using data analytics tools to gather insights on customer behavior, preferences, and trends, identifying opportunities for improvement and innovation.Monitor and evaluate the effectiveness of customer journeys, making data-driven recommendations for enhancements.Design customer journeys and customer experiences in digital and physical channels.Work with Business teams to propose customer experience improvement initiatives.Train different teams within the bank about customer experience strategies and tools.Create and present reports on customer journeys performance, highlighting key metrics and insights to different stakeholders.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 dont hesitate to apply!Background experienceMaster or bachelor degree with a minimum of 5 years of working experience in Customer Experience fields such as Voice of Customer Analytics and Customer Journey Design.Technical skills:Strong analytical mindset with experience in data tools such as SQL, Python, Tableau, or similar.Proficiency in Excel (advanced functions, pivot tables, etc.).Experience applying Design Thinking or similar methodologies to CX challenges.Soft skills:Customer-centric mindset with strong empathy and problem-solving skills.Excellent communication and storytelling abilities.Resilient, proactive, and comfortable navigating ambiguity and uncertainty.Strong influencing skills and ability to work collaboratively across teams.Curiosity and Outside-in approach to bring what other companies/industries are doing to build the best Customer ExperienceWhat 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 doesnt 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 aidsFree 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 belonging360 care of the employee (physical, mental, social connection purpose).Physiotherapy service on site.Runners club with your own trainer.Clinics with professional, world-class athletes.Gympass service.Employee Networks: Rainbow Lions (LGBTQI+) Leonas.Get to know UsWe are a team of more than 1600 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.Afully online bankwhere technology, innovation, simplicity and transparency are the main ingredients, and the first one to work withagile methodologies .And although we are based in Spain, weare 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 Sustainab