Overview ING Bank N.V. is looking for a Cards and Mobile Payments Expert, acting as Customer Journey Expert, to join one of the Cards & Mobile Payments squads. The Customer Journey Expert is responsible for the end-to-end management, development and optimization of card products and payment journeys, ensuring an outstanding customer experience while balancing business objectives, regulatory requirements and operational efficiency.Activities

- Manage and optimize debit card, credit card, prepaid card and mobile wallet customer journeys.
- Gather, analyze and document business, customer and regulatory requirements.
- Prepare business cases, market analyses and functional requirements documentation.
- Coordinate product developments and enhancements with internal and external stakeholders.
- Support product launches, feature releases and implementation activities.
- Monitor KPIs, customer behavior and operational performance through reporting and data analysis.
- Conduct process reviews and identify opportunities to improve customer experience and operational efficiency.
- Analyze market trends, customer insights and competitors' offerings to support product evolution.
- Prepare management reports, presentations and performance analyses for governance forums and decision‑making bodies.

Responsibilities
- Own the end-to-end lifecycle of Cards & Mobile Payments products and customer journeys, ensuring alignment with business objectives and customer needs.
- Drive the continuous improvement of customer experience, digital adoption and operational efficiency across cards and payment journeys.
- Ensure business requirements are clearly defined, prioritized and successfully translated into deliverable solutions.
- Be accountable for the successful delivery of product enhancements, regulatory changes and strategic initiatives within the Cards & Mobile Payments domain.
- Ensure compliance with internal policies, regulatory requirements and payment scheme obligations.




- Manage and align stakeholders across Product, IT, Operations, Risk, Compliance, Legal, Marketing and external partners.
- Monitor product performance and identify opportunities to improve profitability, customer engagement and business results.
- Contribute to the evolution of the Cards & Mobile Payments strategy by identifying innovation opportunities and market developments.
- Facilitate collaboration across multidisciplinary teams, helping to remove impediments and drive delivery outcomes.

Required skills
- Experience of at least 2 years in the role.
- Ability to manage critical situations through good decision‑making skills.
- Degree in Economics, Management Engineering or similar.
- Knowledge of the English language.
- Knowledge of innovative payments with focus on Mobile.

Contract offer Working hours: Tempo pieno (37 hours per week)

Applicable Collective Labour Agreement: National Collective Labour Agreement for employees in the credit sector (NCLA)

Starting annual base salary: 39,000€

Variable remuneration: in line with the applicable remuneration policies (with a target based on the role, outcomes linked to the Group, Business line/function and individual performance)

The benefits of joining ING

- Flexible Smart Working
- Competitive base salaries and performance-based bonuses
- Meal vouchers and corporate restaurant and bar
- Health insurance and Accident insurance
- Pension fund and welfare plan
- Diverse cultures & Innovative mindsets
- International Environment and Talent Program
- Commitment to sustainability
- Lots of training development opportunities to help you grow
- Lots of moments dedicated to physical and mental well-being
- Special day off when it is your birthday
- Free water & coffee at the office

Our Commitment Diversity is a fundamental element of our corporate culture, and we are fully committed to creating a safe and inclusive environment, based on mutual respect and the value of diversity, offering equal job opportunities to all qualified candidates.

📌 Cards Product Expert (Milano)
🏢 ING ITALIA
📍 Milano