Customer Journey Expert – Channels

About the role

As a Customer Journey Expert you will shape the future architecture of ING's innovative banking network, focusing on digital channels and payment services. You will own complex, end‑to‑end delivery outcomes for one or more channel propositions, translating strategic, client and regulatory needs into scalable solutions.

Key responsibilities

• Manage translation of priorities into business and functional requirements, epics, features, acceptance criteria and test cases.
• Lead refinement and prioritisation, evaluate feasibility, expose dependencies and risks, and recommend clear trade‑offs.
• Act as the bridge between business and technology, guiding design decisions and ensuring solutions meet client, business and architectural expectations.
• Drive stakeholder alignment across countries, business lines, technology and operations, resolving conflicts and securing decisions.
• Lead implementation, rollout and adoption for multi‑country or multi‑team changes, including readiness, communication and documentation.
• Safeguard 24/7 operations by analysing incidents, driving root‑cause resolution and structural remediation.

Required profile

• Master’s degree or equivalent with at least 5 years of experience in product delivery, business analysis, digital banking or payments.
• Proven ability to work independently, advise stakeholders and guide colleagues through complex analysis and delivery decisions.
• Experience owning multi‑stream delivery from discovery through testing, rollout and performance improvement.
• Strong analytical, data‑driven decision‑making and change‑management capabilities.

Required skills

• Transaction banking and digital channels expertise.
• API design and integration.
• Functional and user acceptance testing.
• Agile delivery practices.

What we offer

• 14 days of welcome leave.
• Flexible hybrid working model with remote options.
• Training budget and Udemy partnership.
• Global mobility and international career opportunities.
• Comprehensive health insurance, private pension plan, meal card and transportation allowance.