Customer Journey Expert Delivery - Communications Platforms

DAt ING we are looking for Customer Journey Expert Delivery - Communications Platforms

Your role and work environment:

We are looking for a Customer Journey Expert focused on delivery, to join our squad working on the Customer Communications Platform.

The role is focused on driving the end-to-end delivery of technical initiatives, working closely with IT to ensure solutions are correctly defined, built and delivered into production.

The squad focuses on tools and capabilities that enable customer communications (e.g. notifications, inbox, messaging and communication orchestration), so experience or interest in customer communicatioDEns and journeys is highly valued.

You will be part of a multidisciplinary squad, collaborating with developers and stakeholders to continuously improve our platform and customer experience.

En ING estamos buscando Customer Journey Expert Delivery - Communications Platforms

Tu rol y entorno de trabajo:

Estamos buscando un perfil de Digital Business Expert con foco en delivery, para unirse a nuestra squad que trabaja en la Customer Communications Platform.

El rol está enfocado en impulsar la entrega end-to-end de iniciativas técnicas, trabajando estrechamente con IT para asegurar que las soluciones se definan correctamente, se construyan y se entreguen en producción.

La squad se centra en herramientas y capacidades que habilitan las comunicaciones con clientes (por ejemplo: notifications, inbox, messaging y communication orchestration), por lo que se valora especialmente la experiencia o el interés en customer communications y journeys.

Formarás parte de una squad multidisciplinar, colaborando con developers y stakeholders para mejorar continuamente nuestra plataforma y la experiencia de cliente.

Your key responsibilities:

As a Customer journey expert, you will:

Translate business needs into clear and actionable requirements, ready for development

Create and manage user stories and backlog items in Azure DevOps

Define acceptance criteria and ensure alignment with developers during refinement

Follow up on the development lifecycle to ensure timely and quality delivery

Support testing activities, ensuring functionality works as expected before release

Monitor solutions after production and contribute to incident analysis and resolution

Identify improvements and continuously contribute to the evolution of the platform

Overall, you will ensure that what is defined is actually delivered and works properly in production.

Tus responsabilidades clave:

Como Customer Journey Expert, tú:

Traducirás las necesidades de negocio en requisitos claros y accionables, listos para desarrollo

Crearás y gestionarás user stories y elementos del backlog en Azure DevOps

Definirás criterios de aceptación y asegurarás la alineación con developers durante el refinement

Realizarás el seguimiento del ciclo de vida de desarrollo para garantizar una entrega en tiempo y con calidad

Darás soporte a las actividades de testing, asegurando que la funcionalidad funciona como se espera antes del release

Monitorizarás las soluciones tras su puesta en producción y contribuirás al análisis y resolución de incidencias

Identificarás mejoras y contribuirás continuamente a la evolución de la plataforma

En conjunto, asegurarás que lo que se define se entrega realmente y funciona correctamente en producción

Required profile

Experience in Agile environments (Scrum)

Experience working with technical teams (developers, architects, etc.)

Ability to translate needs into functional/technical requirements

Strong ownership and focus on execution and delivery

Perfil requerido

Experiencia en entornos Agile (Scrum)

Experiencia trabajando con equipos técnicos (developers, architects, etc.)

Capacidad para traducir necesidades en requisitos funcionales/técnicos

Fuerte sentido de ownership y foco en la ejecución y el delivery

Valuable (but not mandatory)

Experience working with complex systems or platforms

Basic understanding of data validation or SQL

Experience in testing, incident management or production follow-up

Experience in environments with multiple integrations or dependencies

Experience in customer communications platforms or tools (e.g. messaging, notifications, communications orchestration)

Experience designing or working with customer communication journeys

Valorable (pero no obligatorio)

Experiencia trabajando con sistemas o plataformas complejas

Conocimientos básicos de validación de datos o SQL

Experiencia en testing, gestión de incidencias o seguimiento en producción

Experiencia en entornos con múltiples integraciones o dependencias

Experiencia en plataformas o herramientas de customer communications (por ejemplo: messaging, notifications, communications orchestration)

Experiencia diseñando o trabajando con customer communication journeys

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!

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.

¿Qué ofrecemos?

El tiempo que pasas en el trabajo, los retos a los que te enfrentas o los aprendizajes que adquieres son muy importantes, pero… ¿qué hay de tu vida personal? En ING queremos que tu trabajo te realice en todos los sentidos, y por eso cuidamos hasta el más mínimo detalle.

¡Descubre lo que te espera!
 

Balance That Works

Ponemos el equilibrio en valor, para que tú también puedas hacerlo. Con las necesidades de nuestros/as clientes/as en primer lugar, el equipo y tú acordáis cuándo venir a ING MAD y cuándo trabajar mejor desde casa. Más tiempo juntos cuando importa, más libertad cuando la necesitas.

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.

We are looking for a hands-on profile with strong delivery mindset, comfortable working in agile environments and closely with IT teams.

Strong delivery and execution mindset

Ability to work in cross-functional teams

Proactive and problem-solving attitude

Clear communication with both technical and non-technical profiles

Focus on continuous improvement

Buscamos un perfil hands-on con una fuerte mentalidad de delivery, cómodo/a trabajando en entornos ágiles y de manera cercana con equipos de IT.

Fuerte mentalidad de delivery y ejecución

Capacidad para trabajar en equipos cross-functional

Actitud proactiva y orientada a la resolución de problemas

Comunicación clara con perfiles tanto técnicos como no técnicos

Foco en la mejora continua

Job Application Safety Reminder

We’re seeing an increase in fraudulent job offers. To protect yourself, please follow these key guidelines when applying for roles at ING:

•

Apply only via official ING platforms:

ING uses

Workday

and

LinkedIn

as its internal recruitment system. Applications should be submitted

only via our official career site or via ING job postings on LinkedIn

.

•

Check the sender’s email carefully:

Legitimate communication will always come from

@ing.com

and/or

@myworkday.com

.

•

No payments or banking details will ever be requested:

If someone asks for this information, it’s a scam.
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