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
📌 Cards Product Expert (Milano)
🏢 Altro
📍 Milano