Senior Customer Journey Expert (Payments)

CTO Payments & Settlement Services (PSS) is looking for a Customer Journey Expert to strengthen the Payments Order Management capabilities in ING. The opportunity is linked to onboarding new volumes into PSS Global solutions and improving capabilities of services supported.

ING’s Payment and Settlement Services (“PSS”) is dedicated to develop and expand ING’s state of the art payments platforms and settlements services. PSS focusses on delivering payments and settlement services, meeting the expectations of ING’s business lines and beyond, whilst ensuring the basics: safe, secure, compliant, and reliable. The PSS is an independent unit within ING’s CTO domain, reporting directly into ING’s Chief Technology Officer.

Your role will be fully focused on strategic Order Manager capabilities and enhancements – due to new onboardings, new change requests or regulations, The CJE will be responsible for the order management functions when onboarding payment services into the PSS target solutions. The services include all SEPA products, International Payments as well as Domestic Payments. The CJE can analyze and translate the impact of new payment regulations or market standards into requirements, detailed functional requirements and supports the solution designs.

The Team
You will join the Order Management team, composed by a dozen of CJEs, responsible for detailing requirements and ensuring end-to-end solutions, contribute to developing, integrating, maintaining and servicing order management capabilities.

Responsibilities
The Customer Journey Expert (CJE) will focus on the Order Management specific functions in the payment value chain. (S)He has the responsibility to ensure the correct business and functional definition of requirements for the Service Consumers – with a global usage perspective – challenging the solutions and ensuring that the details are properly documented to support refinements with the development teams involved.

• The CJE is responsible for the non-IT part of the delivery, taking care of COPAFTJ and ensuring and documenting assessments and decision-making around the product/service introduction.
• The CJE serves multiple services (products).
• You define detailed business requirements for the development of products/services according to the requirements raised by the service consumers, guarding the global usage of the functionalities. You support the objectives and planning of the Country and Product Leads.
• You apply your experience in supporting to build and manage the products with an end-to-end mindset, including business analysis, design and implementation, including business operations and impact on services. You work a.o. with Risk, Compliance & Legal stakeholders, to make sure our products and services comply with regulations and policies.
• You co-manage and prioritise the derived features; you support the development, implementation and communication of the roadmap.
• You can simplify solutions and processes and communicate clearly.
• You will 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;

How to succeed

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.

• A Master's or Bachelor's degree
• 3+ years of relevant experience
• Experience with working on projects and/or programs is a must-have
• Experience with migration activities and managing stakeholders is a must-have
• Experience in banking and payments is a must-have
• A high level of organisation is key, as well as an eye for detail in capturing risk information and following up on actions
• Structured person and excellent in administration and documenting complex risk-related information
• You are an energetic, proactive thinker, motivating person who can work as part of a multidisciplinary team and who can also work independently, think and act out of the box and take accountability.
• You are naturally a collaborative person who listens and invests in others to achieve common goals
• You are excellent in capturing information, driving that forward and while doing so, are resilient and focused
• You love to challenge the status quo and are eager to propose solutions to problems
• Fluent in English (verbally and written), Dutch is a real plus
• Possesses strong analytical skills and makes decisions based on data and facts
• Able to simplify solutions and processes and tell the story clearly, structured and convincing
• Strong social and communication skills; you are comfortable with collaboration and reaching out across Tribes and functional borders, and serve as a liaison when needed.
• You are creative and an out-of-the-box thinker, proactive, who likes to work in a multidisciplinary team in an agile environment
• Able to take it on and make it happen: realisation skills and work under pressure if the situation requires it.

Rewards and benefits

We want to make sure that you can strike the right balance between your career and your private life. You can find out more about our employment conditions at https://www.ing.jobs/netherlands/Why-ING/benefits.htm

The benefits of working with us at ING include:

• 24-27 vacation days depending on contract
• Pension scheme
• 13th-month salary
• Individual Savings Contribution (BIS), 3.5% of your gross annual salary
• 8% Holiday payment
• Personal growth and challenging work with endless possibilities
• An informal working environment with innovative colleagues
• Work Agile, so new ideas come to life faster

About us

With 57,000 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. Do 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? Do you want to be surrounded by progressive, inspiring, diverse, and supportive colleagues? Then there is no better place to invest your talents than at ING. Join us. Apply today.