Customer journey expert Paying

We are looking for a Customer Journey Expert to take end-to-end ownership for payment-related products and processes within the “Paying” area of our Payments department. ING Payments is working on the next steps towards seamless and integrated payments for our customers, while keeping a keen eye on safety and compliance as a top priority.

Your department

In our department (family) Payment NL, we work towards giving our customers the best and most seamless payment customer journeys possible. To realize this ambition, we are looking for a customer journey expert with knowledge of payment products and experience developing mobile and web features to improve the customer experience. You know how to convert this knowledge and experience into a structured approach together with the Tech teams, and you are able to create clarity and structure for both the short and longer term. Do you have an entrepreneurial mindset to take it on & make it happen? Then we are looking for you!

ING Payments NL is one of the largest tribes within ING the Netherlands, servicing 7 million customers every day.

Your team

As a Customer Journey Expert, you will be part of the “Paying” area of the Payments department, which consists of multiple customer journey experts, each with their own scope of payment products to work on. Examples include International Payments, Instant Payments and SEPA Payments.

You will also work closely with other ING departments, such as risk parties, other internal departments, and other ING countries.

How to succeed

Our biggest expectation is for you to take up responsibility, be proactive, and drive your product to success. In doing so, you will always be predictable and transparent to stakeholders on the road ahead and the accomplishments so far. Also, keep learning. In return, we’ll support your development to the best of your abilities.

You are a team player, have excellent problem-solving ability, and can drive projects from concept to execution. As our new Customer Journey Expert, you:

• Have knowledge of the payment market.
• Understand customer needs and challenges.
• Have proven experience with data analyses and advice, for example Adobe Analytics and Cognos.
• Have proven commercial experience.
• Have experience in creating roadmap and backlog structure.
• Have a commercial mindset and a drive to make impact.
• Can demonstrate experience in implementing innovations or propositions.
• Have strong problem-solving skills and the ability to take decisions based on data and facts.
• Have solid interpersonal and collaborative skills to interact with different stakeholders.
• Are fluent in English, verbally and in writing.
• 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 strong analytical thinking and attention to detail.
• International experience is a plus.

Rewards & benefits

• A salary tailored to your qualities and experience
• Individual leave: 24+2 individual holiday days based on 36 hr workweek
• Diversity leave: 3 days per year (1,5 paid, 1,5 unpaid)
• CSR days: up to 2 days per year to actively engage in society by volunteering
• 13th month salary
• 8% Holiday payment
• Individual Savings Contribution (BIS), 3.5% of your gross annual salary
• Mobility card
• Attractive pension scheme
• Hybrid working to blend home working for focus and office working for collaboration and co-creation

About ING

With 60,000 employees and operations in approximately 40 countries, there is no shortage of opportunities for people with initiative who want to help people take a step ahead in life and in business. If you want to work at the cutting edge of what’s possible and at the same time ensure you work with integrity and hold the customer’s interests at heart, ING offers an environment with progressive, inspiring and supportive colleagues.