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SERVICE DESIGNER
ING
Madrid



This is Us.

A team of more than one thousand people sharing an idea: doing our bit in helping our clients create a better future for themselves, providing them with the tools they need to get where they want to go.

In today’s world, we know this happens because we are a fully online bank. We were born out of that idea and 20 years on, technology, simplicity and transparency continue to be the ingredients of the recipe that leaves the best taste in our mouths: being more than just a bank, someone useful in the lives of the millions of clients who have chosen us.

The way we do things also mirrors our eagerness to innovate. We are proud to be one of the very first banks to work with agile methodologies. It doesn’t ring a bell yet? No worries, we will be delighted to tell you all about it. You will find it’s one of those things you’ll want to repeat over and over.

And although we are based in Spain, we like to cross borders. We are lucky to work with international teams every day across 44 countries, composed of women and men as equal as they are diverse. Because here you are completely free to be who you want to be, love whomever you choose, and even go for pineapple as your pizza topping.

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!



What are we looking for?


We are looking for a creative, motivated and strategic digital problem solver to join our small but high-performing innovation team. We aim to unfold the digital experiences that meet and exceed our customers` needs and aspirations.

The successful applicant will tackle the most challenging and transversal problems within ING`s business units. You are a technology-savvy and inspirational T-shape skill set l with robust design and business understanding. You will collaborate with future thinkers, researchers, designers, data analysts, business and IT teams to solve business challenges that are worth solving for our customers.


For us, several things characterize our service designers:

They are a master of:

•Service design tools and processes (e.g. stakeholder mapping, persona, customer journey mapping, service blueprints).


•Designing new or enhancing current products, services, business models and customers experiences that address a variety of customer challenges and segments.


•Conducting customer research using HCD methods and techniques (Observation, Interviews, Service safaris ...) they have hand-on experience with both quantitative and qualitative research techniques.


•Understanding the advantages of multiple research methods. Highly skilled in managing and executing research projects (e.g., can draw actionable insights out of complex research).


•Using a range of design tools in the fuzzy front end, scoping the project challenge, understanding current situation, user problem definition, concept development and outlining minimum viable service.


•Bringing concepts to life through quick and dirty prototyping (e.g. wireframes and visual design for experiments or MVPs).


•Ensuring the validation of new offerings, at different stages in order to gather feedback to improve concepts.


•Coaching sponsors and teams to run ING’s proprietary innovation methodology and associated decision gates.


•Storytelling. They will need to be convincing and effective in front of our stakeholders and project teams.


They know about:

•Analysing behaviours and pattern recognition. They work with customers and data analysts to ask the right questions and assess their potential for impact.


•Outlining customer segments regarding quantitative and qualitative information.


•Empathizing with customers and analysing customer needs to realize explicit assumptions and hypothesis on the best business and technology solutions.


•Effectively communicating and presenting insights and recommendations to stakeholders within the organization.


•Translating future services or solutions into a set of clear deliverables.


•Produce high-end visual materials to display results in workshops or project meetings.


•Applying a variety of tools and technologies (e.g. digital or paper prototypes, online or in-person behavioural analysis, qualitative interviews or quantitative surveys) to design, test and measure experiments.


They are:

•Thrived in uncertainty.


•Not afraid to challenge team to experiment out of the comfort zone.


•Resilience and customer focused.


•Team players.


•Proactive.


•Visual thinkers.


•Keen on learning what makes people tick.


•Aware of trends affecting innovation.


•Business savvy.


•Familiar with Lean Start-up and Design thinking.


•Clear communications skills (written and oral).


•Excellent oral and written English skills.


•Master or bachelor degree with a minimum of 3 years of working experience.


•A degree in relevant fields such as Service Design, Product Design, Human-Computer Interaction or Behavioural Psychology would be a plus.


•Navigate multidisciplinary teams along with the human-centric design, lean start up and growth hacking process.


•An international environment.


•Within an agile organization and inspiration to continue working in this matter.


•A validated portfolio of delivered prototypes/design/initiatives.


They have worked in:

•Master or bachelor degree with a minimum of 3 years of working experience.


•A degree in relevant fields such as Service Design, Product Design, Human-Computer Interaction or Behavioural Psychology would be a plus.


•Navigate multidisciplinary teams along with the human-centric design, lean start up and growth hacking process.


•An international environment.


•Within an agile organization and inspiration to continue working in this matter.


•A validated portfolio of delivered prototypes/design/initiatives.



Your day at ING looks very much like this:

7.00 - 10.00 Flexible arrival time.

10.00 - Innovation Daily planning. A 15 min sharing stand-up meeting about what happened the day before and the plans for today.

11.00 - 13.00 - Morning meetings. Checking in with different squads to see where they are at and help push things along. Assisting people to think differently about things and do the best work possible.

13.00 - 14.00 - Lunchtime! The innovation team is back together in the canteen to share how the day goes or just talk about the weekend :)!

14.00 - 16.00 - Afternoon can be for either user research duties or time to focus. We attempt to leave some meeting-free time to concentrate on analysing outputs, concept development, writing reports, or preparing upcoming meetings, workshops or user research tasks.

16.00 - 19.00 - Flexible departure time.



What do we offer?

Flexible schedule.
What goes on at ING matters much to us.
However, we know that the most important things are outside the office.

Free meals.
So that thinking about what to have for lunch does not take up your time or your cravings.

Life and health insurance.
For you and all of your family (spouse/partner and children).


Free company shuttle.
We take you from Madrid city center to our offices at Las Rozas (and back!).

Banking benefits.
Special loan or mortgage terms after 6 months working at the bank.
And benefit from our pension plan after 2 years with us.

More health, more sports.
Paddle tennis court and lessons available to you.
Runners club with your own trainer.
Clinics with professional, world-class athletes.
Physiotherapy service on site.


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