Customer Journey Expert Cards - Retail Payments

About the role

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

Responsibilities

• Take ownership of parts of the debit and credit card journey and actively improve them.
• Turn customer insights, data, and business objectives into clear product choices.
• Shape features and improvements from early idea to 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.
• Have 3-5 years of hands-on experience in banking, payments, card products, or digital product development within a complex organization.
• Possess a solid understanding of card journeys, the cards ecosystem, and customer behavior, and are eager to deepen this expertise .
• Bring experience in product development , product own ership , 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 in English and Dutch.
• What you will get
• Ownership of high-impact card journeys used by millions.
• Work on products that matter together with highly skilled professionals in a collaborative, agile environment.
• Growth towards Senior 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

Benefits

Additional Information

Debit and credit cards are at the heart of how people pay-every day, everywhere. At ING, cards are not just a utility; they are a key growth driver within Retail Payments. Customer expectations are rising fast, and we are investing heavily in smarter, simpler, and more valuable card experiences to create value for customers and drive our commercial performance. As a Customer Journey Expert (CJE) Cards , you take responsibility for improving meaningful parts of the debit and credit card journey across countries. You translate customer needs, data insights, and business goals into concrete features and improvements. You make impact: shaping propositions, prioritising improvements, and translating customer and business needs into changes customers notice. Roles and Responsibilities T his role is in t he li fe c ycle management team of the Car ds Area where we own and improv e all customer journeys e .g. iss uing the car ds ( phys ical and vi rtual ) , activat ing, chan ging limit s etc. . As a CJE you are part of the C JE team a nd on a daily basis you wo rk in one of the feature squad s on specif ic journ eys. As the lif e c ycle management team we work closely together with the Car d Sale s team an d the Car ds Trans action s team . You own and improve specific card journeys or features end ‑ 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 complex payments' environment. Over time, you expand your scope and influence across larger parts of the card domain.

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