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.
Working within a multidisciplinary agile squad, the Cards & Mobile Payments Expert collaborates closely with Product Owners, IT engineers, Operations, Risk, Compliance, Legal and external partners to define, develop and enhance cards and payments products and services. The role contributes to the evolution of the Cards & Mobile Payments proposition by identifying customer needs, driving innovation, improving customer journeys and supporting the delivery of strategic initiatives across the full product lifecycle

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 th

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