Customer Journey Expert Pricing & billing

Your role & work environment  

Transaction Services (TS) is one of ING WB core business lines. We offer a suite of WB payments and cash management services to corporate and institutional clients. We are a significant contributor to the growth and profitability of the WB. Our strategy is aimed at supporting sustained growth for the WB by delivering competitive and relevant TS products. 

The purpose of the TS Delivery Management organization is to make our clients successful by offering them seamlessly integrated TS solutions. We have a global mandate to improve products in such a way that internationally operating clients experience ING as one bank across the entire ING network.

The collection of fees is core to the business case and strategy of WB Transaction Services. The purpose of the Pricing and Billing Domain is to empower Product management, Sales, and Customer Loyalty teams in the countries to optimize fee income.  We manage the global Product Catalogue, Deal Price Manager, Billing Engine and Fee Reporter. We have the asset ownership for all IT assets in scope and deliver the fee collection as a service to the ING WB Countries.

Currently the Global Billing engine covers 12 European countries. The roadmap for the coming years includes cloud-based e-invoicing, a billing engine upgrade to the newest technologies, country roll outs to the United States, Romania and Luxemburg, launching the Financial Institutions Business and Implementing AI innovation opportunities in the E2E Processes.

As a Customer Journey Expert (CJE) you have an end-to-end responsibility for  delivering change while running the WB global billing and invoicing engine. This combines both project management and analysis and design work. You work in an international squad together with colleagues in Belgium, Slovakia, Romania and Manilla to achieve your squad's mission. You have expertise in the areas of technical product development and delivery in an Agile Bizzdevops environment and you have the potential or experience to act as a Product Owner.

As a Customer Journey Expert 

• You will report to the Delivery Area Lead (DAL) of your area. 
• You focus on the further improvement, development, implementation, roll-out and delivery of the Pricing and Billing service. 
• You are part of the global bizzdevops team, you stimulate cross-border collaboration and teamwork, as well as alignment with the parties in other parts of the ING organization that need to contribute to a specific implementation

Your key responsibilities 

• You translate and refine business requirements provided by international stakeholders and regulators for the development of services and contribute to defining the best solution roadmap. 
• You apply your experience in supporting the service development with an end-to-end mindset, including the (C)OPAF implementation. 
• You bridge IT and business through understanding of client needs, digitization and ensure delivery is of the right quality by defining and executing user acceptance tests
• You can simplify solutions and processes
• You work with Risk, Compliance, and Legal stakeholders, to make sure our services comply with regulations and policies and to mitigate business and operational risks
• You support the Delivery Area Lead (DAL) with representation in large scale complex international change projects/programm's
• You support DAL with managing the demand towards other parts of the Organization and external vendors, in cooperation with the IT Area Lead
• You contribute to solving incidents in the daily operations of Global Billing 
• You share responsibility to ensure our license to operate by secure and flawless operations while ensuring regulatory compliance  

We are looking for 

• An entrepreneurial mindset combining client focus with delivery power 
• Process design knowledge with adequate technical understanding
• The ability and drive to contribute to IT delivery and development of expertise  
• The ability to simplify complexity and drive operational excellence  
• A colleague with analytical skills who takes decisions based on data and facts 
• Strong resilience: your ability to navigate through ambiguity
• A pro-active, creative and an out-of-the box thinker  
• An open and transparent communicator
• An energetic, motivating person who can work as part of a team and independently
• A colleague who displays all aspects of ING’s Orange behavior 

Proven track record and technical skills 

• Master's or bachelor's degree
• Minimum of 5-10 years of working experience 
• Experience and/or affinity to deliver results together with the IT engineers 
• Proven experience or strong affinity with the ING Agile Way of Working is a plus 
• Experience working in systems delivery and maintenance
• Experience with billing and/or e-invoicing is a plus
• Excellent written and verbal English communication skills

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. You can find out more about our employment conditions at Benefits in the Netherlands  

The benefits of working with us at ING include:

• A salary tailored to your qualities and experience

• 24-28 vacation days depending on contract

• Pension scheme

• 13th month salary

• Individual Savings Contribution (BIS), 3.5% of your gross annual salary

• 8% Holiday payment

• Hybrid working to blend home working for focus and office working for collaboration and co-creation

• Personal growth and challenging work with endless possibilities

• An informal working environment with innovative colleagues

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. Apply today.