Customer Journey Expert Commercial Cards

In Tribe Payments NL we work towards giving our customers the best and most seamless Payments customer journey possible, as well as grow our portfolio. To realize this ambition, we are looking for a Customer Journey Expert (product manager), who has knowledge of Commercial Cards,  Payment products and experience with managing and developing a cards commercial strategy and roadmap to improve on our Customer’s Experience.

• You bring in an outside in view and translates the needs of our customers (business customers and wholesale clients) to best in class services.
• You play an active role in running the business, executing plans and defining & executing future roadmaps.
• Together with the team, you build business cases for new initiatives and commercial growth of the portfolio.
• Together with stakeholders across domains (IT, risk, external parties), you drive the implementation of changes and service integration
• You work  with external suppliers and partners to drive our product development.
• You build a relevant network and partnerships in- and outside of ING
• You work with Risk, Compliance, and Legal stakeholders, to make sure our products and services comply with regulations and policies.
• You bridge IT and business through understanding of client needs, digitization and ensure delivery is of the right quality.
• Together with your colleagues you are responsible for meeting your quarterly goals.

Your team

This position is in the product team Commercial Cards, based in Amsterdam. In this team you work together with 13 other Customer Journey Experts on our proposition, the customer journeys, risk, and IT systems. You will work closely together with our engineers (based on in Netherlands and Philippines), external suppliers and other ING departments, such as risk, other tribes and stakeholders in the payment chain. You will report to the Product Lead Commercial Cards.

With our products we service all clients of ING ranging from Self Employed and Micro up to Corporate Clients. Your projects will focus mainly on improving the proposition for our Wholesale Banking clients and our Corporate Cards proposition. These are large internationally operating clients. Challenges in this team are for example reducing the friction in the customer experience, grow our business by ensuring an attractive and differentiating offering in the market for all our customers, compliancy with regulations and managing the risks.

How to succeed 

Our biggest expectation is for you to take on end-to-end responsibility.  As our new Customer Journey Expert, you:

• Have a bachelor’s or master’s degree. A minimum of 3 years of working experience within the Payments domain, PSP, Cards issuer, or card scheme organization.
• Have knowledge of the (Card) Payment market, preferably Commercial Cards/Corporate Cards (Issuing) and Commercial Payments
• Customer focused, understanding customer needs and challenges and being able to use that knowledge to improve our proposition and services for our Corporate clients. .
• Have a strong commercial mindset and a drive to make an impact.
• Exhibit a track-record in delivering commercial results and driving changes.
• Like to deep dive into the content to create the best products and services.
• 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 and being able to take the lead in projects.
• Understand the need to comply with regulations and policies but dare to debate alternatives and challenge the status quo.
• 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 behavior.
• Are fluent in English (verbally and written) and basic knowlegde of Dutch

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

What you can expect from us

• An Agile working environment with innovative colleagues who strive every day to improve the solutions for our customers
• A challenging position in the core of ING with direct impact on our customers

Furthermore, within the Payments Tribe, you can count on a range of opportunities to invest in your personal and professional growth thanks to the expertise of our teams.

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 here, https://www.ing.jobs/netherlands/why-ing/benefits.htm

• A salary tailored to your qualities and experience
• A 36 to 40 hours job with an unique offer that fits in today’s world. We take into account your personal situation and ambitions and help you balance
• 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
• Training budget and opportunities to develop your soft skills and technical skills