Customer Journey Expert Payments

Job Description:

The Payments Product Expert, positioned as Customer Journey Expert (CJE), supports the Retail Daily Banking business to drive operational excellence within current account payments.

The CJE holds end-to-end responsibility for the development, management, harmonization, and phase-out of products, services, channel formulas, and processes within one or more segments. The goal is to ensure that customers’ payment needs — including SEPA, Target2, SWIFT, and local payments — are met with digital-first, seamless experiences.

The CJE helps the product owner to prioritize the backlog activity, to manage internal and external stakeholders, solves impediments, and works with the squad members in their day-to-day activities in payments landscape.

This role requires strong leadership and communication skills, a problem-solving and data-driven mindset, attention to detail, and the ability to perform under pressure. Advanced expertise in digital onboarding, end-to-end payment processes (both technical and operational), and a solid understanding of UX principles and best practices are essential.

This position also demands ability to work collaboratively in multi-functional teams and global teams.

Key Responsibilities:

• Shape and evolve our payment proposition to deliver frictionless, customer-friendly experiences

• Plan, develop, maintain, and monitor payment products to achieve income and volume targets

• Manage end-to-end payment processes, promoting service digitization

• Continuously assess product performance, regulatory landscape, market trends, and competitor activity

• Prepare sustainable recommendations for product innovation, improvement, and change

• Leverage customer and process insights to suggest enhancements that improve performance and meet customer needs

• Build strong, collaborative relationships with stakeholders and colleagues

• Represent ING at Group level and externally for payment-related topics

Qualifications and Skills:

• Master’s degree

• 2 to 5 years of previous experience in banking or financial services. Payments, operations or technical units would be a strong plus

• good knowledge of SEPA regulation (SDD, SCT, SCTInst), ACH, SWIFT, Target2 and other bank payment processing

• Proven background in building and managing high performance teams

• Exceptional knowledge of current account payment processes and products strategy experience and analytics

• Extremely customer-focused, continuously in touch with the network, to stay informed of market and industry developments

• Strong problem solver and ability to make effective decisions

• Ability to analyze and interpret data, using insights to further build direction

• Strong communication and presentation skills

• Leadership and influencing skills

• Ability to negotiate and influence prioritization across all management levels

• Fluent in English

• Experience in working as part of a cross functional leadership team

• Ability to work on an international context

Working conditions: Full Time

Duration: Permanent

Location: Milan (hybrid) 

About ING

ING offers many opportunities to build a diverse and rewarding career. You will be joining an international innovative digital bank, the first in Italy to adopt a fully flexible smart working model, and you will be working in a stimulating environment where you can grow both as an individual and as a professional. Our purpose - empowering people to stay a step ahead in life and in business - represents our belief in people’s potential. We don’t judge, coach or to tell people how to live their lives. We empower people and businesses to realize their own vision for a better future.
#doyourthing is our brand direction with us each and every day. It is how we articulate our purpose and our promise to make banking frictionless to the world.
‘do your thing’ is about people being free to live the life they want to live, knowing that they will make their world a little better for it.
Do you think you are "a step ahead"? Apply now!

The benefits of joining ING

In addition to being a part of a great team, working in a fun and innovative environment, we offer:

·       Super flexible smart working

·       Competitive base salaries and performance based bonuses

·       Diverse cultures & Innovative mindsets

·       International Environment

·       Commitment to sustainability

·       Lots of training development opportunities to help you grow

·       Lots of moments dedicated to physical and mental well-being

·       A special day off when it is your birthday: we call it #doyourbirthday!

·       And of course we can’t forget: free water & coffee at the office! 

Our Commitment

Diversity is a fundamental element of our corporate culture, and we are fully committed to creating a safe and inclusive environment, based on mutual respect and the value of diversity, offering equal job opportunities to all qualified candidates.

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 via our official career site.

·       Check the sender’s email carefully: legitimate communication will always come from: @ing.com and/or @myworkday.com

·       No payments or banking details will ever be requested. If someone asks for this information, it’s a scam.

If you suspect suspicious activity, report it immediately. Your safety matters to us.