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.
- Manag

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