Customer Journey Expert - Payments

We are looking for a Customer Journey Expert - Payments to help shape and deliver the next generation of payment solutions for Corporate and Financial Institution clients within ING.

You will own the functional delivery of strategic Payments initiatives, working across the full payment value chain including SEPA, Domestic and International Payments, as well as the supporting channels, orchestration, processing, screening, clearing, settlement and reporting capabilities. In this role, you will collaborate with stakeholders across Wholesale Banking, Operations, Risk, Compliance, Technology and Engineering to translate complex business requirements into scalable, reliable and client-focused solutions.

As part of ING Wholesale Banking's Transaction Services organization, you will be responsible for the end-to-end customer journey, ensuring seamless payment experiences while balancing client needs, operational excellence, regulatory requirements and technical feasibility. You will work closely with global product managers, engineers and operational teams to deliver new capabilities, optimize existing services and drive continuous improvements across the payments landscape.

The ideal candidate combines strong product, business analysis and delivery management experience with a solid understanding of payment ecosystems, transaction banking products and financial market infrastructures. We are looking for someone who can bridge business objectives, customer needs and technology capabilities, while taking ownership of complex cross-functional initiatives and delivering impactful outcomes on a global scale.

About You

• Bachelor’s or master’s degree, or an equivalent combination of education and relevant professional experience.
• At least 3 years of relevant experience in product delivery, business analysis, customer journey management, digital banking, payments or financial services.
• Demonstrable experience translating business needs into requirements and working with technology teams through design, build, test and implementation.
• Knowledge of SEPA, Domestic or International Payments is an advantage; candidates should be motivated and able to develop this knowledge quickly.
• Experience working in an Agile environment and with distributed international teams.
• Strong analytical, problem-solving and stakeholder-management capabilities.
• Excellent written and verbal English. Turkish is an advantage for collaboration within the local Hub environment.
• Strong affinity with Agile ways of working, product delivery and continuous improvement.
• Excellent written and verbal English communication skills; the ability to collaborate across cultures and locations is essential.

Roles and Responsibilities

As a Customer Journey Expert

• You are based in ING Hubs Türkiye and work as an integral member of the global Payments team.
• You report within the applicable hub structure and have a functional reporting line to the Delivery Area Lead or Product Delivery Lead for Payments.
• You take end-to-end accountability for delivery outcomes within SEPA. Domestic and International Payments, not only for an individual system or activity.
• You drive alignment, dependencies and decisions across the full Payments Value Chain and ensure that all contributing parties work towards one coherent outcome.
• You contribute to secure, compliant and reliable payment services while improving client experience, operational efficiency and product performance.

Your key responsibilities

• Support delivery end to end for assigned SEPA, Domestic and International Payments initiatives, from requirement clarification and solution definition through planning, implementation, testing, go-live, adoption, monitoring and continuous improvement.
• Translate Product Management priorities, client needs and regulatory requirements into clear business and functional requirements, epics, features, acceptance criteria and executable delivery roadmaps.
• Prepare, coordinate and execute functional and user acceptance testing, including test scenarios, defect follow-up and evidence of acceptance.
• Support implementation and rollout activities, including readiness, stakeholder communication, documentation and handover to service and operations teams.
• Monitor product usage, incidents, client feedback and relevant management information, and translate insights into concrete improvements.
• Work with Risk, Compliance, Legal, Security and Data stakeholders to ensure solutions comply with applicable regulations, policies and control requirements.
• Contribute to quarterly objectives and key results and provide transparent progress, risk and decision information to the team and Delivery Area leadership.
• Safeguard ING’s licence to operate through secure and flawless 24/7 payment services, regulatory compliance and an effective risk and control environment.

Equal Opportunity

Don't meet every single requirement? Don't let that hold you back. Studies show many talented professionals hesitate to apply unless they meet every qualification. If you're excited about this role and believe you can make an impact, we'd love to hear from you.

What We Offer at ING Hubs Türkiye

At ING Hubs Türkiye, we believe that your work should be fulfilling in every way. We pay attention to even the smallest details to ensure that your experience is rewarding.

Be Yourself, Be an ING'er

• Welcome Leave: Enjoy 14 days of welcome leave, even in your first year
• Self-driven career opportunities
• Challenging projects and continuous learning opportunities
• Flexible hybrid working model
• Remote working opportunities throughout August
• Training budget and Udemy partnership
• Global mobility and international career opportunities
• Comprehensive health insurance for you and your family
• Private Pension Plan
• Meal Card
• Transportation Allowance
• MultiSport Membership
• English Language Development Support
• Innovation culture powered by PACE methodology
• Regular communication activities and celebrations