About the Role
At ING we are looking for Senior Customer Growth Strategist.
We are looking for a highly analytical strategist who uses data to understand customer behaviour, identify growth opportunities and define customer development strategies that drive commercial impact and long-term customer value.
The Customer Development team is responsible for accelerating customer growth and customer value by defining and implementing data-driven strategies across products, channels and customer journeys. As a Customer Growth Strategist, you will combine hands-on analysis with strategic thinking to identify opportunities, uncover actionable insights and define customer development strategies aimed at increasing customer engagement, primary banking relationships, product penetration and long-term customer value.
You will frame the most relevant business questions, develop hypotheses, explore customer, product, campaign, behavioural and financial data, and translate findings into strategic recommendations and commercial priorities. You will work closely with Product, Digital Sales, Campaign Management, Marketing, Finance and Analytics stakeholders to transform insights into growth initiatives, investment decisions and measurable business outcomes.
Key Responsibilities
As a Senior Customer Growth Strategist you will:
•Define the customer development strategy to increase customer engagement, primary banking relationships, product penetration and long-term customer value.
•Own the identification and prioritization of the most relevant customer growth opportunities across the customer lifecycle, translating them into strategic priorities, investment recommendations and commercial initiatives.
•Define the key business questions required to understand customer behaviour, commercial performance and customer value, translating them into analytical requirements, insights and strategic recommendations regarding customer growth investments, targeting and commercial priorities.
•Analyze customer, campaign, behavioural, transactional, product and financial data to identify growth opportunities, uncover actionable insights and validate strategic hypotheses.
•Lead the definition of growth strategies across products, customer segments and lifecycle stages, identifying the initiatives with the highest potential to increase customer value, sales and engagement.
•Define customer value strategies that optimize acquisition, engagement, retention, cross-sell and primary banking development, balancing commercial impact and long-term profitability.
•Develop strategies to increase sales, recurrent income and other key engagement behaviours by identifying the relevant customer segments, barriers, triggers, propositions, channels and moments of interaction.
•Define the strategic direction of customer communications, prioritization frameworks, targeting approaches and channel orchestration principles to maximize customer and business outcomes.
•Challenge existing assumptions, commercial practices and growth strategies, bringing new perspectives and evidence-based recommendations to improve business performance.
•Translate complex analytical findings into clear strategic recommendations, business cases and execution roadmaps.
•Define measurement frameworks and KPIs to evaluate whether customer development strategies are delivering the expected commercial and customer outcomes.
•Monitor strategy performance, identify deviations from expected results and recommend corrective actions or new opportunities.
•Conduct exploratory and hypothesis-driven analyses independently, while partnering with analytical teams to ensure that advanced analyses and models address the right business questions and generate actionable conclusions.
•Align Product, Marketing, Digital Sales, Analytics and Finance stakeholders around a common customer growth strategy, facilitating prioritization and strategic decision-making.
What Are We Looking For?
•Master's or Bachelor's degree in Business, Economics, Finance, Engineering, Mathematics, Data Analytics or a related field.
•Ability to identify growth opportunities through data analysis, customer insights and commercial performance assessment, translating them into strategic initiatives.
•Significant experience in customer strategy, growth, commercial strategy, business analytics, CRM, customer value management or a related area.
•Strong strategic and commercial mindset, with the ability to connect customer insights, business objectives and financial outcomes.
•Advanced analytical thinking, with the ability to frame ambiguous business problems, develop hypotheses and determine which data and analyses are needed to answer them.
•Ability to translate strategic business questions into analytical requirements, customer segments, KPIs and measurement frameworks.
•Experience working with multiple data sources, including customer, transactional, product, campaign, behavioural, sales and financial data.
•Solid understanding of customer value concepts, such as lifetime value, profitability, incremental value and return on investment.
•Ability to transform complex analysis into clear conclusions, strategic choices and actionable commercial recommendations.
•Experience defining or influencing customer growth, customer value, engagement, cross-sell, retention or primary banking strategies.
•Good understanding of commercial communications, campaign strategy, customer segmentation, targeting and channel orchestration.
•Knowledge of SQL and analytical tools is highly valued. While the role is not expected to perform every advanced analysis independently, it should be comfortable exploring data, conducting analytical investigations, validating hypotheses and effectively partnering with data specialists.
•Strong communication and storytelling skills, with the ability to explain complex analyses and strategic recommendations to senior stakeholders.
•Ability to influence decisions and align stakeholders across Product, Marketing, Sales, Analytics, Finance and other business areas.
•Strong prioritization and problem-solving skills, with the ability to focus on the initiatives with the greatest customer and business impact.
•High level of autonomy, intellectual curiosity and willingness to challenge existing assumptions.
•Very good oral and written English skills.
•Ability to work effectively in an international and cross-functional environment.
What Do We Offer?
•Balance That Works — the team and you agree when to come to ING MAD and when to work best from home.
•Restaurant card.
•On-site amenities — electric mobility solutions, doctor, hairdresser, gym, The Good Service (errand assistance) and more.
•Health insurance for you and all your family (spouse/partner and children).
•Life insurance.
•Flexible remuneration — tax-advantaged access to services such as nursery, transport card, training aids.
•Free company shuttle with 6 routes (North, Central, South, A5, A42 and A6) to the Madrid office.
•Banking benefits — special loans with more beneficial conditions, special mortgage conditions after 6 months at the bank, pension plan access after 1 month.
•More vitality and more belonging — 360º care of the employee (physical, mental, social connection & purpose), on-site physiotherapy service, clinics with professional world-class athletes, Gympass service, Employee Networks (Rainbow Lions LGBTQI+, Leonas & RIÑG), International Remote work program.
About ING
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. Based in Spain, we work in an international bank with presence in more than 40 countries.
