Customer Journey Expert Cash

It’s an interesting time to work in payments! The payments industry is evolving quickly with many new players and products entering the market. At ING we aim to stay ahead and remain relevant to our customers; not only today but also tomorrow and beyond. That is why our number 1 priority is to offer our customers an innovative and state-of-the-art customer experience enabling them to stay a step ahead in life and business.

A CJE with digital vision and smart solutions at heart

Cash is still a vital part of the Dutch society, all changes on cash product need to be compliant to agreements made with different internal and external stakeholders. You should be able to manoeuvre in complex political environments keeping in mind the different stakes to come to clear ING advice and decisions.

We are strengthening our Cash team and are looking for an energetic Customer Journey Expert (CJE) wanting to join the payments world. As a CJE you will be responsible for creating the bridge between the products of Cash and Digital Payments. Keeping in mind the customer needs, creating a Cash proposition that works for our ING customers in line with societal evolution.

Do you want to boost your career and are you looking for a new challenge in an interesting high impact environment? Are you passionate about making the difference in the customer journeys regarding Payments? Then keep on reading.

The job

This position will be part of the Cash team within Tribe Payments NL. The aim of this team is simple: keep cash available, reachable, affordable and safe for ING customers.

You will play a key role in realizing our strategic ambitions. To be successful you are able to create and communicate a vision in which direction the market is evolving, what the short- and long-term customer needs are and how to translate these needs into concrete and compelling value propositions. In your way of working, there is a strong belief that data analysis is an essential way to make the right choices and are actively pursuing and promoting this way of working.

As a CJE you will be working in an enthusiastic team of approximately 30 people, as well as our external supplier Geldmaat. This team is composed of Tech, Product Management and Contractual Services oriented colleagues. In close collaboration and using the scrum agile way of working you will drive both run as well as change within the Cash area.

Together with the team you are responsible for the creation of an end-to-end cash journey for ING customers which is mainly executed via the Geldmaat infrastructure. As a CJE you are responsible for all aspects of our ING products, from risk, to pricing to product features lead by insides on the usage of products by ING clients. As you are the ultimate customer representative, based on these insights you create the best customer experience.

Given the legal frameworks and agreements that are related to Cash as a service, you should be able to interpret and analyse different legal requirements, to make sure ING customers are always using compliant services now and in the future.

You are able to create a compelling story and roadmap towards internal and external stakeholders for the short and midterm developments based on market- and product analyses. Thus taking your senior stakeholders along on the Cash journey.

What we expect from you?

• Have a bachelor’s or master’s degree.
• Have a commercial mindset and a drive to make an impact.
• Like to deep dive into the content to create the best products.
• True team player who can make a difference and is able to take the lead
• Strong communication skills with a sharp eye for customer and market demand
• Ability to translate market trends and client needs into a strategic vision
• Ability to translate internal requirements to external contracts requirements
• Proven track recorder in driving change and innovation in a highly regulated and political environment
• Tech aware and data driven
• Proactive and customer-focused
• Relevant working experience in a Banking / Financial Service / Payments is a plus
• Excellent in Dutch and English

What can you expect from us?

• A challenging position as CJE in a complex, dynamic, and inspirational working environment
• Personal growth & challenging work with endless opportunities to realise your ambitions
• An informal, dynamic environment with innovative colleagues supporting your endeavours
• A progressive and agile way of working, where new ideas are valued ahead of convention
• A challenging position in the core of ING with direct impact on our customers
• You will be based in Amsterdam

Rewards and benefits

We want to make sure that it’s possible for you to strike the right balance between your career and your private life. You can find out more about our employment conditions at https://www.ing.jobs/netherlands/Why-ING/benefits.htm

The benefits of working with us at ING include:

• A salary tailored to your qualities and experience
• 24-27 vacation days depending on contract
• Pension scheme
• 13th month salary
• Individual Savings Contribution (BIS), 3.5% of your gross annual salary
• 8% Holiday payment
• Hybrid working to blend home working for focus and office working for collaboration and co-creation
• Personal growth and challenging work with endless possibilities
• An informal working environment with innovative colleagues

Interested?
You can apply directly via the link. If you have any questions don’t hesitate to reach out to the recruiter.