Customer Journey Expert – Payments (Cards team – Processing transactions)

Customer Journey Expert – Payments (Cards cluster  – Processing transactions)

Employee | Products Management | Professional | Netherlands | North Holland | 10/11 | 2024-02-02 | REQ-..

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 integral to the development, management, and harmonization of the Cards products. Your role will involve fulfilment of transactions, process design, and ensuring an optimal customer experience. Your stakeholders are the customer off 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 CTACS team within the cards cluster : Cards Transactions, Authorizations, Clearing & Settlement. In short you orchestrate the journey from the moment the customer wants to use the debit card (the plastic card or mobile device, online or in a store) and do a transaction, to booking this payment in our core systems, ensuring the merchant is paid for the goods, reporting in our financial systems. It is a game of high volumes: our customers do millions of transactions each day. We serve the customers of all segments in ING, Private Individuals, Business Banking and Wholesale banking.

Roles and responsibilities

• Manage the core of our issuing product- payment processing. You’ll oversee the payment proces end to end, from connections with the networks, authorizations, captures, refunds, reconciliation, invoicing etc
• Drive our strategic ambitions and enhance the Cards payment experience for our customers
• Clearly communicate your vision to development squads or external suppliers, ensuring alignment with the product roadmap
• Take responsibility for the delivery, collaborating with teams, external suppliers, and internal stakeholders
• 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) Payment market.
• You have experience working with external suppliers and partners
• Can demonstrate experience in implementing innovations, propositions and improvements in products and processes.
• 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.
• Proficiency 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
• To be successful, you will need to bridge 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