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: Full time (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 Lavoro da remoto 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