Customer Journey Expert International Payments & Foreign Currencies

ING serves a broad retail client base across Private Individuals and Business Banking, with diverse international product and service needs. International payments and foreign exchange are a core part of ING’s value proposition. In a fast‑moving global environment, competitors and fintech entrants have accelerated the development of strong, integrated international offerings. Clients increasingly recognise the strength of these solutions, highlighting a clear opportunity to further elevate ING’s proposition and deepen long‑term customer engagement.

To capture this opportunity, ING is building a future‑ready, scalable True International Payments (TIP) and foreign currency strategy, aimed at delivering a seamless and customer‑centric international experience.

Realising this ambition requires moving beyond a fragmented, product‑led setup toward end‑to‑end ownership of the international customer journey. As a Customer Journey Expert, you will take holistic ownership of international payments and FX journeys, working across domains to align stakeholders and priorities. You will translate customer insights and data into concrete, measurable improvements, provide clear accountability, and help accelerate decision‑making. In doing so, you will play a key role in continuously improving the international proposition and driving customer satisfaction, sustainable growth, and long‑term retention.

Your department

Within Payments NL, we work as one team to deliver the best and most seamless payment journeys for our customers. To realise this ambition, we are looking for a Customer Journey Expert with strong knowledge of payment products, who can interpret transaction and market data and translate these insights into tangible improvement ideas. Do you have an entrepreneurial mindset and the drive to take ownership, turn ideas into action, and make real impact? Then we are looking for you!

ING Payments NL is one of the largest tribes within ING the Netherlands. The tribe entails all products and processes associated with Payments within ING the Netherlands servicing our private individual and business banking customers.

Your team

As a Customer Journey Expert, you will be part of the “Paying” area of the Payments department, which consists of multiple customer journey experts, each having their own scope of payment product(s) to work on. Examples are Sepa and International Payments.

You will also work closely together with other ING departments, such as the risk parties, other internal departments, and other ING countries.

Your role

We are looking for a Customer Journey Expert with strong commercially oriented data analysis skills to take ownership of international payments and FX journeys. You translate insights into concrete product improvements and steer decision-making using quantitative evidence.

In this role, you will:

• Analyse transaction data, client behaviour, pricing performance, and churn drivers
• Translate insights into customer journey, proposition, and pricing improvements
• Define and manage KPIs and dashboards to track performance and impact
• Steer initiatives that drive sustainable growth, margin improvement, and reduced client churn
• Align stakeholders across products, IT, risk, compliance, and other countries

You will operate at the intersection of strategy and execution with real end to end accountability.

How to succeed

Our biggest expectation is for you to take up responsibility.  To be proactive and drive your product to success. In doing so you will always be predictable and transparent to stakeholders on the road ahead and the accomplishments so far. Also, keep learning. In return, we’ll back you to develop you to the best of your abilities!

You are a team player, have excellent problem-solving ability and can drive projects from concept to execution. As our new Customer Journey Expert, you:

• Hold a master’s degree
• Bring strong analytical skills and attention to detail
• Have a solid understanding of, or affinity with, the international payments and FX market
• You have proven experience working with data, KPIs and performance dashboards
• Possess a strong commercial mindset and data driven decision skills
• Have strong problem solving and decision-making abilities
• Communicate effectively with a wide range of stakeholders
• Are fluent in English and Dutch both spoken and written
• Understand regulatory requirements and can engage constructively with risk and compliance partners

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

About ING

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.

Ready to help clients move, exchange, and manage money globally with confidence? Join us and apply today.