Customer Journey Expert

Bartold van der Waal


For ING in Amsterdam we are looking for a Customer Journey Expert

The opportunity
ING Payments & Settlement Services is looking for a Customer Journey Expert (CJE) working on the area of Payment initiation. The CJE will be responsible for the existing- and new capabilities being maintained and developed by the squad(s), focused on PSD2 related services and contributing to building the new future proof Order Management platform as well as Open Banking propositions.

The CJE has end-to-end responsibility for the development, management and harmonization of commercial products and services with a view to achieving an optimum customer experience. You will have multiple stakeholders both within and outside of ING. You will be reporting to the Business Chapter Lead on Products. In this role you will get the unique opportunity to work on the latest and the most innovative space of the bank, in a very diverse and young team with room for self-deployment. You will be on top of what is happening in the market.

The team
You will be part of a diverse area of 15 ambitious CJE’s. You work most of your time in a smaller team and with experts to achieve the team’s mission. The team has expertise in the areas of marketing, product management, payment initiation and account information facilities, channel and process optimization. The CJE can fulfil the role of Product Owner/Business Analyst and traditional product/process management related activities.

Roles and responsibilities

  • Co-manage and prioritize the backlog at the level of user stories, derived from features
  • Define business requirements for the development of products and services and play a supporting role in the Quarterly Business Reviews
  • Apply your experience in supporting to build and manage the products with an end-to-end mindset, including the needed COPAF design and implementation and business operations and services
  • • Be responsible for implementing and operating our services for our clients
  • • You work with Risk, Compliance, and Legal stakeholders, to make sure our products and services comply with regulation and policies
  • • You apply your experience in marketing, strategic road mapping and adhering to target audiences in the fast-changing context of digital transformation
  • • Share the responsibility to provide a differentiating experience for ING’s customers at optimal value and profitability for ING.
  • • Offering solutions by seamless integration into the value chain of our clients and by connecting it with other internal and external capabilities;
  • • Ensure our license to operate by secure and flawless 24/7 operations while ensuring regulatory compliance
  • • Support the development, implementation and communication of the roadmap

There has never been a more interesting time to work at ING Payments & Settlement Services. Our customers feel our people are empowering them to stay a step ahead in life and in business. We’re proud of that!

How to succeed
We hire smart people like you for your potential. Our biggest expectation is that you’ll stay curious. Keep learning. Take on responsibility. In return, we’ll back you to develop into an even more awesome version of yourself!

We are looking for 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 are a naturally collaborative person who listens and invests in others to achieve common goals. You love to challenge the status quo and are eager to propose creative solutions to problems.

Solliciteer op deze functie

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Onze recruiter  Bartold van der Waal helpt je graag verder!

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