Customer Journey Expert/Product Owner – Wero Core Service @ING Hubs Ro

Discover ING Hubs Romania

ING Hubs Romania offers 130 services in software development, data management, non-financial risk & compliance, audit, and retail operations to 24 ING units worldwide, with the help of over 2000 high-performing engineers, risk, and operations professionals.

We started out in 2015 as ING’s software development hub, then steadily expanded our range to include more services and competencies. Now we provide borderless services with bank-wide capabilities and operate from two locations: Bucharest and Cluj-Napoca. 

Our tech capabilities remain the core of our business, with more than 1800 colleagues active in Data and Analytics Tech, Tech Foundation and Channels, Retail Core Banking and Architecture, and Global Products and Technology Services. 

We enjoy a flexible way of working and a highly collaborative environment, where fair and constructive feedback is encouraged.  

For us, impact isn't a perk. It's the driver of our work. We are guided and rewarded by a shared desire to make the world a better place, one innovative solution at a time. Our colleagues make it their job to do impactful things and they love doing it in good company. Do you?  

Here’s a sneak peak of what our colleagues say about working within ING Hubs Romania:

• At ING, we're building the solutions of tomorrow, today | 80% of our colleagues in Romania agree

The Mission

Within ING Payment and Settlement Services (PSS), the WeroCore Service is a shared, end-to-end service supporting ING’s participation in the Wero digital wallet ecosystem and European Payments Initiative (EPI).

The service delivers a fully integrated capability stack, including:

• Secure connectivity and authentication with EPI Central Services;
• Wallet provisioning, lifecycle management and Wero consumers lifecycle management;
• Payment processing (e.g. SEPA Instant, proxy-based transactions);
• Notifications, reconciliation, analytics and investigations.

The service operates as a multi-domain integrated service, requiring strong coordination across Open Banking, Payments, Digital Channels and control functions.

Your day to day

As Customer Journey Expert for WeroCore Service, you are responsible for end-to-end delivery, optimisation, and expert management of service capabilities within the PSS service model.

You operate as a senior delivery expert, ensuring that the service is reliable, compliant, and scalable, while addressing complex operational, technical, and integration challenges across domains.

You take full ownership of complex topics within the service, drive resolution of cross-domain issues, and act as a subject matter expert (SME) in both platform and service operations.

You contribute to service evolution through solution design, process improvements, and deep domain expertise, while the Service Owner / Product Lead retains ultimate strategic accountability.

Your day to day

End-to-End Service Delivery Ownership

• Own delivery of critical components and journeys within the WeroCore Service, ensuring alignment with the defined service scope, SLAs, and performance levels;
• Ensure delivery of changes based on business requirements received via Quarterly Business Review (QBR) and service processes;
• Act as a primary contributor to reliable and scalable service operations.

Complex Problem Solving & Incident Leadership

• Act as SME and escalation point (P1 / Major incidents) for complex service issues impacting payments, onboarding, or integrations;
• Lead analysis and resolution of cross-domain incidents (e.g. authentication, transaction processing, reconciliation);
• Drive root cause analysis and structural fixes to prevent recurrence.

Process Design & Service Integration

• Design and improve end-to-end service processes and upstream components, ensuring alignment across Open Banking, Payments, and other IT domains;
• Contribute to implementation of incident, problem, and operational processes in line with ING and PSS frameworks;
• Ensure consistency and integration of processes across the full-service lifecycle.

Stakeholder Management & Cross-Domain Alignment

• Act as a trusted counterpart for Service Owner, Product Leads, and business partners, ensuring alignment on delivery and service expectations;
• Contribute to QBR processes, requirement refinement, and business handshakes as domain expert;
• Coordinate dependencies across domains (Open Banking, Order Management, SEPA CT, EPI ecosystem).

Platform & Service Expertise (Deep Domain Knowledge)

• Build and apply deep expertise in:
  • API-based integrations;
  • Authentication, provisioning, and consent flows;
  • Payment processing and lifecycle management;
• Act as go-to expert for complex functional and technical questions, including integration behaviour and edge cases.

Service Performance, Governance & Risk

• Ensure delivery meets defined service KPIs, SLAs, and compliance requirements;
• Contribute to risk management, RCSA inputs, and operational readiness of the service;
• Support preparation of strategic service reviews and governance processes.

Continuous Improvement & Service Evolution

• Drive improvements in service reliability, performance, and scalability
• Identify structural improvements across:
  • Integration patterns;
  • Incident management;
  • Operational processes;
• Contribute to standardisation and reuse across PSS services.

How You Measure Success

• Stability and reliability of WeroCore Service (incidents, SLA adherence);
• Resolution time and structural reduction of complex incidents;
• Quality and scalability of delivered service changes;
• Stakeholder satisfaction (internal consumers / service recipients);
• Improvements in end-to-end service efficiency and integration quality.

What You Bring to the Team

Experience: 5+ years experience in Product / Service Delivery roles in complex, regulated environments.

Mandatory:

• Strong expertise in payments, APIs, and platform/service integration models;
• Proven ability to handle complex incidents, dependencies, and cross-domain challenges;
• Experience with end-to-end service delivery models (e.g. PSS service model, QBR, SLAs);
• Ability to influence stakeholders and drive alignment without direct authority;
• Strong analytical and problem-solving skills, with high ownership mindset;
• Operate with high autonomy in complex environments;
• Solve non-standard, cross-domain problems requiring deep expertise;
• Act as a recognised SME within your domain;
• Influence decisions beyond your immediate scope;
• Drive structural improvements, not just execution.

• Foreign languages: Excellent command of English.
• Education: Bachelor’s Degree (or higher) in an IT related field.

f you want to deep dive into the processing of personal data conducted by ING Hubs Romania during the recruitment process and your rights related to it, read the privacy notices on our website (make sure to scroll until you reach the Data Protection section/ Candidates tab).