{"id":602580,"url":"https://alion.io/job/ing-group-private-banking-crm-specialist","title":"Private Banking CRM Specialist","company":{"id":3744,"name":"ING Group","domain":"ing.com","url":"https://alion.io/company/ing","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"B","score":80,"open_postings":111,"ghost_share":0.009,"stale_share":0.775,"repost_share":0.027,"time_to_fill_p50_days":28,"computed_at":"2026-10-29T05:49:05Z"}},"role":"Enterprise Apps","role_family":"Enterprise Apps","seniority":null,"employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Madrid, Spain"],"countries":["ES"],"hiring_countries":["ES"],"hiring_countries_total":1,"salary":null,"salary_estimate":{"min_usd":47000,"max_usd":112000,"period":"year","method":"role_country_seniority_unknown","sample_n":20},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"A/B Testing","optional":false},{"name":"Agile","optional":true}],"status":"closed","first_seen_at":"2026-09-08T00:00:00Z","employer_posted_date":"2026-09-08","last_verified_at":"2026-10-20T06:25:31Z","board_verified":false,"closed_at":"2026-10-20T06:25:31Z","days_open":42,"trust":{"level":"not_scored","repost_count":null,"flags":[],"days_open":42},"description":"At ING we are looking for Private Banking CRM Specialist\nWe are looking for a person with a strong communications mindset: someone who can design, orchestrate and continuously improve the end-to-end communication experience for Private Banking clients, connecting business priorities, customer needs, data, channels and regulatory requirements into clear, relevant and effective client interactions.\nYour role and work environment\nThe Tribe’s responsibility is to deliver exceptional service to Affluent and Private Banking clients by helping them build well-balanced portfolios tailored to their knowledge, suitability and future financial needs. The goal is to increase share of wallet with existing clients while attracting new Affluent clients.\nOur way of working showcases ING’s distinctive approach, products and proactive service model: anticipating client needs, removing friction and creating a seamless, rewarding experience for current and potential clients.\nAs an expert, you will bring the business know-how, customer perspective and delivery skills needed within the Squads to realise our shared purpose.\nJob purpose\nDesign, orchestrate and continuously improve the end-to-end communication experience for Private Banking clients.\nYou will define communication strategies, build and optimize customer journeys across channels, and develop engagement models that strengthen client relationships and drive business outcomes.\nWorking closely with Private Banking, Digital, Data, UX, Compliance, Legal and Customer Experience teams, you will ensure that every interaction delivers a seamless, personalized and compliant customer experience, whether through digital channels, product-related communications or human interactions with Wealth Specialists.\nYou will make data-driven decisions to improve client engagement, satisfaction, adoption and commercial performance while contributing to the evolution of ING’s Private Banking proposition.\nYour key responsibilities:\nCustomer Communication Strategy\nDefine and maintain the communication strategy for Private Banking clients across the full customer lifecycle.\nTranslate business priorities into relevant, customer-centric communication plans that support commercial, service and relationship objectives.\nDefine campaign and contact strategies with the business lines, ensuring the right target, timing, channel and message for each use case.\nKeep a global view of ING’s communications strategy, balancing client relevance, saturation and frequency rules with business needs.\nCustomer Journey Design\nDesign, map and optimise end-to-end journeys for Private Banking products and services.\nIdentify friction points, communication gaps and opportunities through journey mapping, customer insights and performance data.\nDevelop trigger-based, event-driven and lifecycle-based communications to improve engagement, client value and customer experience.\nMonitor journey performance and continuously improve conversion, engagement and experience metrics.\nChannel, CRM and Personalisation\nPersonalise communications and make each interaction between clients and ING as relevant as possible.\nSomeone who has experience defining personalize communications with communications tools like UNICA, Adobe Journey Optimizer or other Marketing Automation Tools & Campaign Tools.\nUse data and a deep understanding of customer journeys to choose the most appropriate message, channel and moment.\nManage client communications across digital channels, mobile, product flows and other existing touchpoints.\nUse CRM, marketing automation and campaign tools to design, activate and optimise communications.\nDigital Experience Development\nContribute to the design of new digital experiences for Affluent and Private Banking clients.\nDefine customer requirements, business rules and acceptance criteria for new capabilities.\nWork with UX, Engineering and Analytics teams to create intuitive, scalable and impactful experiences.\nValidate solutions through experimentation, customer feedback and data analysis.\nData & Performance Management\nUse customer, commercial and behavioral data to identify opportunities for improvement.\nTrack KPIs related to engagement, adoption, customer satisfaction, commercial performance and business outcomes.\nMeasure communication effectiveness and added value for clients, identifying improvements and proposing solutions through a continuous feedback cycle.\nDrive experimentation and A/B testing to validate hypotheses and maximise impact.\nWhat are we looking for?\nWhat you’ll bring\nBachelor’s or Master’s degree.\nProven experience in Customer Journey Management, CRM, Marketing, Digital Experience, Product Management or Customer Experience.\nExperience defining personalised communications with tools such as UNICA, Adobe Journey Optimizer or other marketing automation and campaign platforms.\nStrong understanding of customer lifecycle management, client communications and cross-channel strategies.\nData-driven mindset with the ability to translate insights into action.\nStrong stakeholder management, collaboration and influencing skills.\nAbility to work in complex environments, keeping a global overview while generating simple and scalable solutions.\nWritten and verbal communication skills in English and Spanish.\nNice to have\nExperience in Wealth Management, Private Banking, Investments or Affluent customer segments.\nExperience with experimentation, journey analytics and customer experience measurement.\nKnowledge of Agile Way of Working and delivery frameworks.\nWhat do we offer?\nThe 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.\nCheck out what is waiting for you!\nBe flexible my friend.\nOur 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.\nRestaurant card.\nSo that thinking about what to have for lunch doesn’t take up your time or your cravings.\nOur house will be your home.\nIn our offices you can find electric mobility solutions, doctor, hairdresser, gym, The Good Service (to help you with your errands) and much more!\nHealth insurance.\nFor you and all your family (spouse/partner and children).\nLife insurance.\nWe help you protect what matters most to you.\nFlexible remuneration.\nIn 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…\nFree company shuttle.\nIt 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.\nBanking benefits.\nSpecial loans with more beneficial conditions.\nSpecial mortgage conditions after 6 months working at the bank.\nAnd you can benefit from our pension plan after 1 month with us!\nMore vitality and more belonging\n360º care of the employee (physical, mental, social connection & purpose).\nPhysiotherapy service on site.\nClinics with professional, world-class athletes.\nGympass service.\nEmployee Networks: Rainbow Lions (LGBTQI+), Leonas & RIÑG.\nInternational Remote work program.\nGet to know Us\nWe 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.\nA fully online bank where technology, innovation, simplicity and transparency are the main ingredients, and the first one to work with agile methodologies.\nAnd although we are based in Spain, we are lucky to work in an international bank with presence in more than 40 countries.\nWe 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.\nAnd 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.\nMaking 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!\nAt 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.\nJob Application Safety Reminder\nWe’re seeing an increase in fraudulent job offers. To protect yourself, please follow these key guidelines when applying for roles at ING:\nApply 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.\nCheck the sender’s email carefully: Legitimate communication will always come from @ing.com and/or @myworkday.com.\nNo payments or banking details will ever be requested: If someone asks for this information, it’s a scam.\nEn ING estamos buscando Especialista CRM de Banca Privada\nBuscamos una persona con una sólida mentalidad de comunicación: alguien que pueda diseñar, orquestar y mejorar continuamente la experiencia de comunicación end-to-end para clientes de Banca Privada, conectando prioridades de negocio, necesidades de clientes, datos, canales y requisitos regulatorios en interacciones claras, relevantes y efectivas.\nTu función y entorno de trabajo\nLa responsabilidad de la Tribe es ofrecer un servicio excepcional a clientes Affluent y de Banca Privada ayudándoles a construir carteras equilibradas y adaptadas a sus conocimientos, idoneidad y futuras necesidades financieras. El objetivo es incrementar la cuota de cartera de clientes existentes mientras se atraen nuevos clientes Affluent.\nNuestra forma de trabajar refleja el enfoque distintivo de ING, sus productos y su modelo de servicio proactivo: anticipándonos a las necesidades de las personas clientes, eliminando fricciones y creando una experiencia fluida y gratificante para clientes actuales y potenciales.\nComo especialista, aportarás el conocimiento de negocio, la perspectiva cliente y las capacidades de ejecución necesarias dentro de los Squads para hacer realidad nuestro propósito compartido.\nPropósito del puesto\nDiseñar, orquestar y mejorar continuamente la experiencia de comunicación end-to-end para clientes de Banca Privada.\nDefinirás estrategias de comunicación, construirás y optimizarás customer journeys multicanal y desarrollarás modelos de engagement que fortalezcan las relaciones con clientes e impulsen los resultados de negocio.\nTrabajando estrechamente con los equipos de Private Banking, Digital, Data, UX, Compliance, Legal y Customer Experience, garantizarás que cada interacción proporcione una experiencia de cliente fluida, personalizada y alineada con la normativa, ya sea a través de canales digitales, comunicaciones relacionadas con productos o interacciones humanas con especialistas en Wealth Management.\nTomarás decisiones basadas en datos para mejorar el engagement, la satisfacción, la adopción y el rendimiento comercial de clientes, contribuyendo además a la evolución de la propuesta de valor de Banca Privada de ING.\nTus principales responsabilidades:\nEstrategia de Comunicación con Clientes\nDefinir y mantener la estrategia de comunicación para clientes de Banca Privada a lo largo de todo el ciclo de vida de la clientela.\nTraducir prioridades de negocio en planes de comunicación relevantes y centrados en las personas clientes que respalden objetivos comerciales, de servicio y de relación.\nDefinir estrategias de 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