Customer Journey Expert Cards – Retail

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.

• 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 and collaborate with stakeholders, including card schemes and external partners.
• Balance customer experience, commercial impact, and feasibility, helping the team make clear choices within a complex payments environment.
• Over time, expand your scope and influence across larger parts of the card domain.

• 3–5 years of hands‑on experience in banking, payments, card products, or digital product development within a complex organization.
• Solid understanding of card journeys, the cards ecosystem, and customer behavior, with a desire to deepen this expertise.
• Experience in product development, product ownership, customer journey optimisation, or digital channels.
• Strong customer focus combined with a data‑driven mindset, using insights to drive decisions in a complex, regulated environment.
• Clear communication, collaboration across teams, and ownership with a proactive, pragmatic, and “make it happen” mindset.
• Fluent in English and Dutch.

• 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