Customer Journey Expert ING Checkout

Customer Journey Expert ING Checkout – Product Family Payments

At ING, we’re on a mission to empower people and businesses to stay a step ahead in life and in business. We do that by combining the scale and trust of a leading bank with a product‑led, tech‑driven way of working. Our Orange Code guides how we deliver, take ownership, help others be successful, and always do the right thing for customers and society.

Within ING Netherlands, Product Family Payments designs, builds and runs the experiences that move money for our customers securely and smoothly. Payments brings together customer needs, product, tech, risk and operations across multiple areas to create seamless end‑to‑end journeys.

Your department

Today, ING’s ING Checkout squad builds selling solutions for businesses to receive payments for E-Commerce transactions. Building the best future-proof product that could fit into the broader scheme of Getting Paid products and could scale to other geographies are the key elements for success.

There your role come in: contribute the change in turning ING Checkout into powerful daily experiences for consumers and businesses across different countries. To realize this ambition, we are looking for a customer journey expert who has knowledge of Payment Products and especially E-Commerce acquiring and of developing mobile and web features to improve on our Customers’ Experience. You know how to convert this knowledge and experience into leading the development of new or improved products from concept to production in order to create business value for our customers and ING. Do you have an entrepreneurial mindset to take it on & make it happen? Then we are looking for you!

Your role & work environment

As a Customer Journey Expert, you’ll work end‑to‑end with Engineers, Designers, Data Analysts, Risk, Vendors and Sales colleagues to build propositions that customers love and can depend on in different Retail countries. Expect real ownership in delivering the Getting Paid roadmap, working within clear strategic priorities and collaborating across disciplines to turn vision into digital products.

Key responsibilities

As a Customer Journey Expert, you:

• Contribute to the product strategy of ING Checkout and to broader strategy of Getting Paid. Balance discovery with delivery to create short‑term wins and long‑term differentiation.
• Develop the best E-Commerce acquiring solutions that can be scaled to the different Retail countries.
• Turn customer problems and commercial opportunities into product requirements and non‑functional needs. Co‑create with engineering on Product design, data flows and integration with the broader direct debits chain and core banking systems.
• Validate demand through research and experimentation, size opportunities, and build business cases that link product outcomes to portfolio growth
• Model ING’s Orange Code, contribute to the squad, and raise the bar on product craft and stakeholder engagement across Tech, Risk, and Commercial.
• Have strong problem-solving skills and the ability to take decisions based on data and facts.

Must-haves

• 3+ years of Product Manager/Customer Journey Expert experience shipping digital products at scale
• Understanding on E-Commerce acquiring, payments, customer selling products and how payment systems work end‑to‑end.
• Familiarity in driving product strategy and delivery internationally.
• Experience with IT change and bigger IT programs.
• Discovery & research craft in turning qualitative/quantitative insights into clear problem statements, experiments, and roadmaps. Comfort with data analysis.
• Commercial skills around market analysis, pricing/packaging, business case creation.
• Risk mindset and familiarity with risk management and operating in regulated environments
• Comfortable with communication with stakeholders and ability to work across Tech, Risk, Legal, Compliance, Operations, and Sales across multiple countries.
• Fluency in English and current residency in the Netherlands
• Understanding of Business Banking customers and their needs

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 experience
• 36 hour workweek
• Individual leave: 24+2 individual holiday days based on 36 hr workweek
• Diversity 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 volunteering
• 13th month salary
• 8% Holiday payment
• Individual Savings Contribution (BIS), 3.5% of your gross annual salary
• Mobility card
• Attractive pension scheme
• Hybrid working to blend home working for focus and office working for collaboration and co-creation
• A role with impact in a high visibility area of Business Banking.
• A passionate, multidisciplinary squad and a culture that rewards initiative and ownership.
• Learning budget, coaching, and broad growth opportunities across ING.

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!