Customer Journey Expert Payments Tribe: Getting Paid

<p>It’s an interesting time to work in payments! The Payments industry is evolving quickly with many new players entering the market. At ING we aim to stay ahead and remain relevant to our customers; not only today but also tomorrow and beyond. That’s why our number 1 priority is to offer our customers an innovative and state-of-the-art customer experience enabling them to stay a step ahead in life and business.</p><p></p><p><b>Make a Difference as a Getting Paid Customer Journey Expert</b></p><p>We’re strengthening our Getting Paid cluster and are looking for a passionate Customer Journey Expert. If you're seeking a new challenge in a dynamic, high-impact environment and are committed to enhancing customer experiences while ensuring the bank's safety, then read on.</p><p></p><p><b>The Role</b></p><p>We have a vacancy in our Getting Paid cluster. This domain focuses on providing business banking clients with solutions to get paid. This includes Sepa Direct Debit, in-store Point-of-Sale solutions, online eCommerce solutions like iDEAL or ING Checkout. Getting Paid offers products and services that enable our customers to conduct business seamlessly. Given the continuous digitization of customer behaviour, this product domain is strategically vital and requires ongoing recalibration of approach and offerings and involves alignments with different internal and external stakeholders.</p><p></p><p>Our key priorities for 2025 include continued digitization of Sepa Direct Debit and Point-of-Sale journeys, extension of ING Checkout to Omnichannel proposition, exploration of Value-Added Services starting with Credit management.</p><p></p><p>As a Getting Paid Customer Journey Expert, you will design, improve, and implement customer journeys to offer our customers the best possible experience while ensuring products meet risk compliance obligations. In this role, you will drive the implementation of key projects in collaboration with a team Customer Journey Experts (CJEs), working in a delivery squad made up of Business and Tech professionals. Over the coming year, your focus will include SEPA Direct Debit, eMandate and exploration of Credit Management Value Added Service supporting the growth of the business, ensuring regulatory compliance, and managing the product life cycle.</p><p></p><p><b>As Getting Paid Customer Journey Expert (CJE):</b></p><ul><li>You will execute upon Getting Paid vision into concrete and compelling customer value propositions that align with ING's strategy.</li><li>You will understand the short- and long-term needs of our customers and the business viability of our products.</li><li>You will utilize data analysis to inform decision-making and promote a data-driven approach within the team.</li><li>You will design and improve relevant business processes.</li><li>You will communicate effectively with internal and external stakeholders.</li><li>You will manage product-related risks in collaboration with all risk parties involved.</li></ul><p></p><p><b>We are looking for:</b></p><ul><li>Customer Journey with ability to translate client needs into product improvements.</li><li>Strong problem-solving skills and the ability to make decisions based on data and facts.</li><li>Understanding the need to comply with regulations and policies but dare to debate alternatives and challenge the status quo.</li><li>A true team player who can make a difference and is able to take the lead.</li><li>With strong communication skills with a sharp eye for customer and market demand.</li><li>Tech-savvy and data-driven.</li><li>Agile is the standard for you.</li><li>Relevant working experience in a service-oriented environment and knowledge of Payment Products.</li><li>Good command of English/Dutch.</li><li>Minimum bachelor’s degree.</li></ul><p></p><p><b>You Will Be Part Of:</b></p><p>A multidisciplinary team where you will closely collaborate with Tech colleagues and other Customer Journey Experts in the Getting Paid cluster.</p><p></p><p>If you are passionate about making a difference in the payments industry and meet these qualifications, we encourage you to apply and join us in shaping the future of payments at ING!</p><p></p><p><b>Working in Tribe Payments</b></p><p>In the Payments Tribe honesty, integrity and taking responsibility are highly valued. It’s a place where we encourage and appreciate forward thinking and being proactive to ensure our customers have an experience that is outstanding. The Tribe is divided into different product areas – Payment Products, Cards, and Cash. The Payment Product area in turn is further subdivided in ‘Getting Paid, ‘Paying’ and ‘Insight &amp; Connectivity.</p><p></p><p><b>Stand-by shifts</b></p><p>Business critical systems, such as client processes, payment processes, software applications and websites, require a 24/7 accessibility and availability of several (groups) of employees to act quickly during unforeseen circumstances, such as calamities or incidents. For these (gro