Customer Journey Expert

Role Summary

As a Customer Journey Expert, you'll join our Payment & Settlement Services (PSS) organization, working in a cross-functional environment where innovation, collaboration, and continuous improvement are part of everyday life.

You will lead the delivery of payment products and services, balancing customer needs, business priorities, and technical execution. Working closely with Product Leads, engineers, and stakeholders, you'll help translate strategic objectives into valuable customer outcomes while ensuring reliable and compliant payment services.

About the Team

You will become part of ING's international Payments organization supporting critical payment services across the ING network.

This is an opportunity to work with colleagues across multiple countries, collaborate with global stakeholders, and contribute to products that power millions of transactions every day.

What You'll Do

• Lead Agile squads in delivering high-quality payment solutions
• Manage and prioritize the product backlog to maximize customer and business value
• Translate business requirements into epics, features, and user stories
• Drive delivery and ensure alignment with strategic objectives
• Collaborate with engineers, architects, business stakeholders, and external partners
• Facilitate Agile ceremonies and promote continuous improvement
• Manage dependencies, risks, and delivery roadblocks
• Ensure compliance with operational, regulatory, and risk requirements
• Foster collaboration across geographically distributed teams
• Support innovation initiatives and continuously enhance customer journeys

What We're Looking For

Required Skills & Experience

• Proven experience as a Product Owner, Customer Journey Expert, Squad Master, or similar role
• Strong experience working in Agile product delivery environments
• Experience managing and prioritizing complex product backlogs
• Strong stakeholder management and influencing skills
• Ability to translate customer and business needs into actionable product requirements
• Experience working with cross-functional and international teams
• Excellent communication and collaboration skills
• Strong problem-solving and decision-making capabilities
• Experience working within Banking or Financial Services environments

Nice to Have

• Experience working within large-scale international organizations
• Knowledge of regulatory and risk management frameworks
• Exposure to digital transformation and modernization initiatives
• Dutch language proficiency

What We Offer

• Opportunities to collaborate with international teams across the ING network
• Exposure to global stakeholders and strategic initiatives
• A culture that encourages innovation, ownership, and continuous learning
• Opportunities to influence products that impact millions of customers
• A diverse and inclusive workplace where your ideas are valued
• The chance to work on modern payment solutions that shape the future of banking

Worried about the wage gap? So are we. Our commitment to pay equity means you'll be valued for your skills, not your gender.

How to Apply

Interested in joining us? Click the apply button on our careers site and submit your application through Workday.

Job Application Safety Reminder

We're seeing an increase in fraudulent job offers. To protect yourself, please follow these key guidelines when applying for roles at ING:

• Apply only via official ING platforms. ING uses Workday as its internal recruitment system.
• Applications should be submitted only through our official careers site.
• Check the sender's email carefully. Legitimate communication will always come from@ing.com and/or@myworkday.com.
• ING will never ask for payments or banking details during the recruitment process. If someone requests this information, it is a scam.

About ING

With 65,000 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.