It’s an interesting time to work in payments! The Payments industry is evolving quickly with many new players entering the market. At ING we aim to stay ahead and remain relevant to our customers; not only today but also tomorrow and beyond. That’s why our number 1 priority is to offer our customers an innovative and state-of-the-art customer experience enabling them to stay a step ahead in life and business.

Make a Difference as a Getting Paid Customer Journey Expert

We’re strengthening our Getting Paid cluster and are looking for a passionate Customer Journey Expert. If you're seeking a new challenge in a dynamic, high-impact environment and are committed to enhancing customer experiences while ensuring the bank's safety, then read on.

The Role

We have a vacancy in our Getting Paid cluster. This domain focuses on providing business banking clients with solutions to get paid. This includes Sepa Direct Debit, in-store Point-of-Sale solutions, online eCommerce solutions like iDEAL or ING Checkout. Getting Paid offers products and services that enable our customers to conduct business seamlessly. Given the continuous digitization of customer behaviour, this product domain is strategically vital and requires ongoing recalibration of approach and offerings and involves alignments with different internal and external stakeholders.

Our key priorities for 2025 include continued digitization of Sepa Direct Debit and Point-of-Sale journeys, extension of ING Checkout to Omnichannel proposition, exploration of Value-Added Services starting with Credit management.

As a Getting Paid Customer Journey Expert, you will design, improve, and implement customer journeys to offer our customers the best possible experience while ensuring products meet risk compliance obligations. In this role, you will drive the implementation of key projects in collaboration with a team Customer Journey Experts (CJEs), working in a delivery squad made up of Business and Tech professionals. Over the coming year, your focus will include SEPA Direct Debit, eMandate and exploration of Credit Management Value Added Service supporting the growth of the business, ensuring regulatory compliance, and managing the product life cycle.

As Getting Paid Customer Journey Expert (CJE):

You will execute upon Getting Paid vision into concrete and compelling customer value propositions that align with ING's strategy.You will understand the short- and long-term needs of our customers and the business viability of our products.You will utilize data analysis to inform decision-making and promote a data-driven approach within the team.You will design and improve relevant business processes.You will communicate effectively with internal and external stakeholders.You will manage product-related risks in collaboration with all risk parties involved.

We are looking for:

Customer Journey with ability to translate client needs into product improvements.Strong problem-solving skills and the ability to make decisions based on data and facts.Understanding the need to comply with regulations and policies but dare to debate alternatives and challenge the status quo.A true team player who can make a difference and is able to take the lead.With strong communication skills with a sharp eye for customer and market demand.Tech-savvy and data-driven.Agile is the standard for you.Relevant working experience in a service-oriented environment and knowledge of Payment Products.Good command of English/Dutch.Minimum bachelor’s degree.

You Will Be Part Of:

A multidisciplinary team where you will closely collaborate with Tech colleagues and other Customer Journey Experts in the Getting Paid cluster.

If you are passionate about making a difference in the payments industry and meet these qualifications, we encourage you to apply and join us in shaping the future of payments at ING!

Working in Tribe Payments

In the Payments Tribe honesty, integrity and taking responsibility are highly valued. It’s a place where we encourage and appreciate forward thinking and being proactive to ensure our customers have an experience that is outstanding. The Tribe is divided into different product areas – Payment Products, Cards, and Cash. The Payment Product area in turn is further subdivided in ‘Getting Paid, ‘Paying’ and ‘Insight & Connectivity.

Stand-by shifts

Business critical systems, such as client processes, payment processes, software applications and websites, require a 24/7 accessibility and availability of several (groups) of employees to act quickly during unforeseen circumstances, such as calamities or incidents. For these (groups) of employees ING have set up a Stand-by regulation. To compensate for the inconvenience of being available at this time, a Stand-by compensation is awarded. Every CJE within the Payments tribe is designated for stand-by shifts to be available for incidents outside of your regular working hours, a Stand-by compensation is awarded.

Rewards & benefits  

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

The benefits of working with us at ING include: 

A salary tailored to your qualities and experienceA 36 to 40 hours job with an unique offer that fits in today’s world. We take into account your personal situation and ambitions and help you balanceIndividual leave: 24+2 individual holiday days based on 36 hr workweekDiversity leave: 3 days per year (1,5 paid, 1,5 unpaid)CSR days: up to 2 days per year to actively engage in society by volunteering13th month salary8% Holiday paymentIndividual Savings Contribution (BIS), 3.5% of your gross annual salaryMobility cardAttractive pension schemeHybrid working to blend home working for focus and office working for collaboration and co-creationTraining budget and opportunities to develop your soft skills and technical skills

Want to apply directly?

Upload your CV and motivation letter by clicking the “Apply” button. 

Please note, multiple interview steps involving various business stakeholders will be part of the selection process.

About us 

With 60,000 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 and apply today!