Sr. Service Designer | Business Banking @ING Bank

Discover ING Bank Romania

ING believes in a world where everyone has the right to grow and progress in their own way. We express this in our global tagline, “do your thing”. Perhaps more than in any other large company, we extend our belief in the power of autonomy to our own people. But there’s a catch. In return for great freedom, we expect people to do great things for our customers, our stakeholders, and ING at large.

To work here is to be surrounded by people who are energetic, ambitious, friendly and respectful: talented specialists who take the responsibility and autonomy to make great things happen. We stay curious, thrive on change, and seek new and better ways to make it happen. Active in Romania for more than 30 years, ING Bank pioneered and challenged the local banking industry. Technology and innovation are at the core of what we do, making our products relevant for our customers’ lives and businesses.

ING Bank Romania is the only bank with an organic growth within the top 10 local banks by assets, without acquisitions of client portfolios or other banks. ING Bank Romania is an universal bank with more than 1.8 million customers from three business segments: individuals (retail), SME and Mid-Corporate companies and Wholesale Banking.

Join us!

Mission

The Service Designer is responsible for representing the voice of the Customer within the organization, deeply understanding customer needs, pain points and expectations, and transforming them into:

• Actionable banking and digital solutions
• Improved products, services, and in-app experiences
• Sustainable business development opportunities

This role combines deep customer understanding with creative problem-solving to design innovative banking services, digital journeys and interactions that strengthen customer relationships.

Your day to day

• Conduct user research through interviews, workshops, surveys, and feedback analysis;
• Analyze customer journeys and identify pain points, gaps, and improvement opportunities;
• Translate customer insights into clear requirements for product, service, and business teams;
• Design and document customer journeys, service flows, and experience improvements;
• Create and test concepts, process improvements, and prototypes with real users;
• Collect, monitor, and analyze customer feedback, complaints, and satisfaction metrics;
• Prepare clear insights, reports, and recommendations for internal stakeholders;
• Act as the main “voice of the customer” in meetings and decision-making processes;
• Write and optimize customer-facing content, including interface texts, service messages, onboarding flows, emails, support materials, ensuring clarity, consistency and a customer-friendly tone of voice;
• Develop internal guidelines, documentation and training materials when needed;
• Work daily with UX, Product, Marketing, Sales and Operations teams on implementation;
• Track the impact of implemented changes and propose continuous improvements.

What you bring to the team

• Minimum 3 years of experience in service design/user research/presales/customer experience or related fields;
• Academic Degree in a relevant field (Marketing, Business, Sociology etc);
• Experience in project management and research methods to gather insights into user needs and behaviors;
• Strong understanding of design thinking and service design methodologies;
• A strong customer-first mindset and the ability to deeply understand user needs, motivations and pain points;
• The ability to translate complex customer and business requirements into clear journeys, processes and innovative experiences;
• Strong analytical skills with confidence in working with both qualitative and quantitative data;
• Excellent communications and storytelling skills, including the ability to present insights in a clear, convincing way to different stakeholders;
• Solid copywriting skills, with the ability to create simple, clear and engaging customer facing content;
• A collaborative working style and experience in cross-functional environments;
• A proactive, hands-on attitude, with the ability to take ownership and drive initiatives from research to implementation;
• Strong organizational skills and the ability to manage multiple projects in parallel;
• Attention to detail combined with a strong focus on delivering measurable business impact;

What we offer

• Impactful work in a fun and collaborative environment;

• Open-concept offices designed for both team work and relaxation;

• Corporate events and social gatherings;

• Hybrid way of working with flexible working schedule and short week options;

• Monthly budget on Benefit platform;

• Extra annual leave days depending on the total length of working experience;

• Growth opportunities through upskilling/ reskilling programs and a variety of learning and development platforms: ING Learning Centre, Udemy, Bookster, as well as through trainings and certifications;

• Possibility to access Internal roles, International Short-Term Assignments or Long-Term Assignments;

• Context to make an impact through Sustainability and Corporate Social Responsibility projects.