Customer Journey Expert (Payment and Settlement Services)

For the tribe Payment and Settlement Services (PSS), we are looking for a Customer Journey Expert to join the team of our SWIFT/IRM/GFME Financial Messaging Platform, with experience in the SWIFT domain and preferably Payments or Treasury.

The CJE works most of its time in a squad within ING’s Agile organization, together with other experts to achieve the squad’s mission. The CJE has expertise in the areas of product management (SWIFT, MT and MX messaging, ISO20022) and process optimisation.

You will travel to the ING office in Brussels every other week and spend 2 days there, collaborating with your colleagues of the BE team.

Roles and responsibilities

As a Customer Journey Expert:

• You have an end-to-end responsibility for the operation, management and improvement of our SWIFT internal messaging service (IRM). You will fulfil the role of Product Owner within a cross border squad (Amsterdam/Brussels). You have multiple stakeholders both within and outside of ING. In your role of product owner, you manage and prioritize the backlog at the level of user stories, derived from features and epics

• You define business requirements for the development of products and services and play a supporting role in the Quarterly Business Reviews

• You define, measure and improve key product metrics

• You combine in depth product knowledge, strategic and business thinking, customer insights and analytical thinking to generate recommendations to evolve the products

• You continuously improve the processes and operations around our financial messaging

• You pro-actively build relationships with the 42 ING branches that use your services

• Align cross-functional stakeholders across the organization, including sales, operations and customer support

• Rigorously leverage data and analytics to drive decisions, features and design

• Recommend future improvements of user documentation, training of customers, sales and operations

• Keep abreast with trends in the industry and share information throughout the organization

• Ensure our license to operate by secure and flawless 24/7 operations while ensuring regulatory compliance

• You work with Risk, Compliance, and Legal stakeholders, to make sure our products and services comply with regulation and policies

How to succeed

A colleague with a talent for taking it on and making it happen, enthusiasm for helping others to be successful and known for always being a step ahead. In other words, you strive to bring fresh ideas to life and embrace challenges in a fast changing and complex environment. You bring:

• Current residence in the Netherlands;

• Able to travel to Brussels every other week for 2 working days;

• A Master or Bachelor degree;

• 3+ years of relevant experience in Payments and banking as a Customer Journey Expert or equivalent position e.g. as a Business Analyst, Product Owner, Project lead or Business Consultant.

You are the kind of person who:

• Loves structure and clarity: You excel at documenting complex risk-related information and ensuring nothing falls through the cracks. Your eye for detail and high level of organization are second to none.
• Drives action: You don’t just capture information—you follow up, push things forward, and make sure actions are completed.
• Collaborates naturally: You listen, connect, and invest in others to achieve shared goals. Whether it’s an IT Lead, DevOps engineer, or Tribe Lead, you know how to align stakeholders across all levels of the organization.
• Communicates with impact: You’re comfortable reaching across Tribes and functional borders, serving as a liaison when needed. Your strong social and communication skills help you build bridges and foster understanding.
• Thinks analytically and acts decisively: You base your decisions on data and facts, and you’re not afraid to challenge the status quo when something can be improved.
• Simplifies the complex: You have a knack for turning complicated processes into clear, structured, and convincing stories.
• Thrives in agile environments: You’re proactive, creative, and love working in multidisciplinary teams. You’re also resilient and focused—even under pressure.
• Takes ownership: You don’t wait for things to happen—you make them happen.

Rewards & 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