Customer Journey Expert Credit Cards & Merchant Services - III

Your role & work environment

In the Payments tribe, we have the ambition to offer to our clients a smart, personalized, seamless, and reliable payment experience through various means and channels.

Payments are the daily touchpoint that allows our clients to stay in control of their finances and are therefore in the heart of the bank and of our channels. Our Customer Journey Experts (CJEs) collaborate continuously with a wide range of internal and external stakeholders to innovate, develop, maintain, and improve top-notch products and processes taking all requirements and risks into consideration.

Our tribe is composed of 5 closely collaborating areas: Payments & Reporting, Cards & Merchant services, Digital Flows, Cash Management and Interbank & Orchestration.

In this stimulating environment, you will be joining the Cards area covering multiple products such as the Debit and Credit Cards, mobile payments (Apple Pay, Google Pay), …  You will be joining the Credit Card squad to reposition our product value proposition and optimize our employee and customer processes.

We are looking for an enthusiastic CJE ready to take the challenge of innovating in the domain of card payments.

So, if you are passionate about clients, eager to deal with digital concepts, willing to learn every day, ready to step in a cool squad and deal with ambitious and exciting projects, the following may interest you…

Your key responsibilities

• Understand the clients’ expectations, the product specifities, and the digital landscape allowing us to offer excellent digital customer experience, together with the Product Expert CJEs.
• Be able to understand IT architecture and design to support the development of products and resolve issues.
• Be able to help the DevOps squad to overcome impediments by looking to creative and constructive alternatives.
• Be able to identify the products needs from analysis or requirement and translate them to stakeholders like IT, customer support, Risks, Sales, …
• Understand and apply business principles and external regulations.
• Take responsibility of customer journeys implementation from the idea to the purchase and servicing, including refinement, solution definition, project follow-up, stakeholders/dependency management, testing, best in class risk management, alignments with segments, etc.
• Actively contribute your skills and competencies to our multi-disciplinary self-steering teams
• Independently manage your own workstream(s) as part of the team’s project(s)
• Manage your internal and external stakeholders in terms of expectations, dependencies, buy-in and make sure the delivered solution fit the customers’ needs

We look for

A colleague with a talent for taking it on and making it happen, enthusiasm for helping others to be successful and a knack 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. You can work autonomously and are proactive in taking up new tasks by yourself.

As a CJE you are / have:

• Driven and customer focused
• Proven experience in digital projects
• Loving to collaborate with people and be able to motivate, empower, challenge and stimulate them
• Strong analytical and investigation skills
• Capable of acquiring a good functional understanding of automated processes and computer systems (understanding of the IT landscape, API, able to read sequence diagrams, …)
• Able to understand the bigger picture
• Able of coordinating changes with several intervening parties
• Proven planning & organizational skills
• Have outstanding communication skills
• Passionate about innovation and new market trends
• Able to work in an autonomous way, to take initiative and to take decisions
• Making things happen thanks to your ‘can do’ attitude
• Problem solving mindset
• Keen to learn fast
• Entrepreneur attitude
• Fluent in English
• Master degree with a minimum of 5 years relevant experience
• Experience in Payment domain is a plus

We offer you  

A clear purpose, a unique offer and a range of flexible compensation and other benefits:

• Personal growth & challenging work with endless opportunities to realise your ambitions
• An informal, dynamic environment with innovative colleagues supporting your endeavours
• A progressive and agile way of working, where new ideas are valued ahead of convention
• The support of your Product Lead to help you grow as a CJE

We redefine banking. What about you?

There has never been a more interesting time to work at ING. We’re on a journey that’s centred around our customers, powered by technology and driven by smart, determined people. Our customers feel our people are empowering them to stay a step ahead in life and in business. We’re proud of that!