Customer Journey Expert Cards – Retail Payments

Roles and Responsibilities
This roleisin thelife cyclemanagementteamoftheCardsAreawhere weown andimproveallcustomerjourneyse.g.issuingthecards (physical and virtual), activating,changinglimitsetc..AsaCJEyouarepart ofthe CJEteam andona dailybasisyouwork inoneof the feature squadsonspecificjourneys.Asthelife cyclemanagementteamweworkcloselytogetherwith theCardSalesteamandthe CardsTransactionsteam.

You own and improve specific card journeys or featuresend‑to‑end: from understanding customer needs and commercial goals, to shaping solutions and bringing them live. You collaborate closely with engineers, risk, designers, and stakeholders.You balance customer experience, commercial impact, and feasibility, and you help the team make clear choices in a complexpayments’environment. Over time, you expand your scope and influence across larger parts of the card domain.

What you will be doing

• Take ownership of parts of the debit and credit card journey and actively improve them.

• Turn customer insights, data, and businessobjectivesinto clear product choices.

• Shape features and improvements from earlyideato launch, ensuring real customer value.

• Work closely with engineers to bring solutions to life

• Collaborate with stakeholders, including card schemes and external partners.

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

You deliver card improvements that are clear, valuable, and widely used by customers. Stakeholders trust your judgment, your structure, and your ability to move things forward. You are initiative-taking, take responsibility for outcomes, and steadily grow your impact across thecard’sdomain.This role isnotabout deep technical design or system ownership—it is about shapingandmaintaininggreat card experiences.

• Have3–5 years of hands-on experience in banking, payments, card products, or digital product developmentwithin a complex organization.

• Possess a solid understanding ofcard journeys, the cards ecosystem, and customer behavior,and are eager to deepen thisexpertise.

• Bring experience inproduct development,productownership, customer journey optimization, or digital channels.

• Balance a strong customer focus with a data-driven mindset, using insights to drive decisions in a complex, regulated environment.

• Communicate clearly, collaborate across teams, and take ownership with a proactive, pragmatic, and “make it happen” mindset.

• Are fluent inEnglish and Dutch.

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What you will get

• Ownershipof high-impact card journeysused by millions.

• Work on products that matter togetherwith highly skilled professionalsin a collaborative, agile environment.

Growth towardsSenior CJE roles, Product Lead or Payments leadership.

Rewards and benefits
We want to make sure that it’s possible for you to strike the right balance between your career and your private life. Find out more about our employment conditions.

The benefits of working with us at ING include:

• 25-28 vacation days depending on contract
• Pension scheme
• 13th month salary
• 8% Holiday payment
• Hybrid working
• Personal growth and challenging work with endless possibilities
• An informal working environment with innovative colleagues

About us
Curious about how ING empowers people and businesses to move forward?

Discover what we do and what we can offer you.

Questions?
Please visit our Frequently Asked Questions section to find some answers on questions you might have.

Contact the recruiter attached to the advertisement. Want to apply directly? Please upload your CV and motivation letter by clicking the ‘Apply’ button.

Working at ING in The Netherlands