Senior Customer Journey Expert Delivery Management

At ING Wholesale Banking, Transaction Services (TS) is a cornerstone of our global offering, delivering innovative and reliable products to corporate and institutional clients. As a key driver of growth and profitability, our strategy focuses on providing competitive, relevant solutions that support sustained success.

The TS Delivery Management team plays a pivotal role in this mission. With a global mandate, we ensure that internationally operating clients experience ING as one unified bank across our entire network. We own all relevant IT assets and are responsible for delivering high-quality services to our clients and stakeholders.

Your Role: Customer Journey Expert (CJE) within the Payments Area

• As a CJE in the Payments & Channels delivery area, you’ll be part of a dynamic team managing and evolving key payment products such as International Payments, SEPA, Open Banking, and strategic initiatives like NextGen and Instant Payments.
• You’ll take end-to-end ownership of delivery and product development, bridging business needs and technical solutions to create seamless experiences for our clients.

What You’ll Do

• You report to the Delivery Area Lead (DAL) Payments  & Channels
• You collaborate with Product Management and IT to translate business needs into clear, actionable delivery roadmaps.
• You deliver the roadmaps with an end-to-end focus on operational excellence, compliance and client satisfaction through to commercial launch.
• You simplify complex processes and ensure high-quality delivery through rigorous testing and validation.
• You monitor product performance and usage, leveraging data to inform decisions.
• You foster cross-border collaboration and alignment across global teams.
• Together with your colleagues you are responsible for meeting your goals, set on a quarterly basis.
• You share the responsibility with the team to ensure our license to operate by secure and flawless 24/7 operations while ensuring regulatory compliance.
• You organize the governance for the projects within your responsibility and prepare and chair respective project boards.
• You monitor and communicate in a coherent and transparent manner about the progress of your projects.

What We’re Looking For

• A client-focused entrepreneur with a strong delivery mindset.
• A payments expert with technical acumen and a passion for innovation.
• A simplifier of complexity, driving operational excellence and agile delivery.
• A collaborative team player with strong communication skills and resilience.
• A data-driven decision-maker who thrives in a fast-paced environment.
• A strong communicator that is conscious of the necessity of timely escalation
• A change leader with a strong drive to make it happen

Your Experience & Skills

• Bachelor’s or Master’s degree.
• 5+ years of relevant experience.
• Deep understanding of SEPA and International Payments (SWIFT)   
• Experience with target architecture implementation and Agile Way of Working.
• Strong written and verbal communication in English.
• Experience with working with (external) suppliers.
• Experience with managing projects

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.  

The benefits of working with us at ING include: 

• A salary tailored to your qualities and experience
• 36 or 40 hour workweek
• Individual leave: 25+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 (free travelling in the weekends)
• Attractive pension scheme
• Hybrid working to blend home working for focus and office working for collaboration and co-creation

Questions?

Contact the recruiter attached to the advertisement for more information via jeroen.maassen.van.den.brink@ing.com  Want to apply directly? Please upload your CV and motivation letter by clicking the “Apply” button.

Please note, multiple interview steps involving various business stakeholders will be part of the selection process.