Customer Journey Expert - (Card) Payment market

Customer Journey Expert – Payments Cards

Join our team and make a difference in the world of finance! We are seeking an experienced Customer Journey Expert (CJE) for our Cards Products within Tribe Payments. In this role, you will contribute to driving our strategic ambitions and providing our customers with the best Cards payment experience.

Payments is one of the largest tribes within ING the Netherlands. The tribe entails all products and processes associated with Payments within ING the Netherlands servicing our 7 million customers every day. If you are up for the challenge of managing the product, collaborating with cross-functional teams, and delivering innovative solutions, this opportunity is perfect for you.

The team
As part of the Cards teams, you will be working on the development, management, and harmonization of the Cards products. Your role will involve life cycle management, fulfilment of transactions, process design, and ensuring an optimal customer experience. Your stakeholders are the customer of course, but also the multiple internal parties at ING and external strategic suppliers. The team is focused on digitalization journeys and implementing an ambitious Cards strategy. By joining us, you will be part of a dynamic and collaborative team that values innovation and embraces new challenges.

The vacancy is in the ING Debitcard and Creditcard In Life Management team: responsible for managing the run and innovation of all Cards life cycle processes. In short you orchestrate all the Debitcard and Creditcard journeys, the application process and all process changes during the life time of the cards e.g. limit change, pin requests, expiration of the card etc. We serve the customers of all segments in ING, Private Individuals, Business Banking and Wholesale banking.

Roles and responsibilities

• Manage the current life cycle processes of ING Debitcards and Creditcards. You will oversee the lifecycle end to end, from application process, in life processes, expiration process etc.
• Drive our strategic ambitions and enhance the Cards payment experience for our customers.
• Clearly communicate your vision to the squads and external suppliers, ensuring alignment with the product roadmap.
• Take responsibility for the delivery of assigned roadmap items, collaborating with teams, suppliers, and internal stakeholders.
• Ensure transparency and clarity of plans and progress, managing and mitigating impediments and dependencies.
• Simplify solutions and processes, effectively communicating with colleagues and stakeholders.
• Collaborate with Risk, Compliance, and Legal stakeholders to ensure regulatory compliance.

How to succeed

Our biggest expectation is for you to take on responsibility. To be proactive and drive your impact to success. Also, keep learning. In return, we will back you to develop into an even more awesome version of yourself.  You are a team player, have excellent problem-solving ability and can drive small changes and projects from concept to execution. As our new Customer Journey Expert, you

• Have a bachelor’s or master’s degree.
• Have knowledge of the (Card) Payments market.
• Have experience working with external suppliers and partners.
• Can demonstrate experience in implementing innovations, propositions and improvements in products and processes.
• Have a delivery-focused mindset.
• Like to deep dive into the content to create the best products.
• Understand the need to comply with regulations and policies but dare to debate alternatives and challenge the status quo.
• Have solid interpersonal and collaborative skills to interact with different stakeholders.
• Are proficient in English (verbal and written).
• Are an energetic, motivating person who can work as part of a team but also independently. A colleague who displays all aspects of ING’s Orange behaviour.
• Are able to bridge and connect technical and business worlds.

Rewards and benefits

We want to make sure that it’s possible for you to strike the right balance between your career and your private life. You can find out more about our employment conditions here.

The benefits of working with us at ING include:

• A salary tailored to your qualities and experience
• 24-27 vacation days depending on contract
• Pension scheme
• 13th month salary
• Individual Savings Contribution (BIS), 3.5% of your gross annual salary
• 8% Holiday payment
• Personal growth and challenging work with endless possibilities
• An informal working environment with innovative colleagues
• Agile work environment for faster idea implementation