About the Position

ING Bank N.V. is looking for a Cards and Mobile Payments Expert, acting as a 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.

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 a focus on Mobile

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.

We Offer

Flexible Smart Working
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 and development opportunities to help you grow
Lots of moments dedicated to physical and mental well-being
A special day off when it is your birthday: we call it #doyourbirthday!
And of course, we can’t forget free water & coffee at the office!

About the Company

ING offers many opportunities to build a diverse and rewarding career. You will be joining an international innovative digital bank, the first in Italy to adopt a fully flexible smart working model, and you will be working in a stimulating environment where you can grow both as an individual and as a professional. Our purpose - empowering people to stay a step ahead in life and in business - represents our belief in people’s potential. We don’t judge, coach, or tell people how to live their lives. We empower people and businesses to realize their own vision for a better future.

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.

Job Details

Title: Cards Product Expert
Location: Milan, Italy
Contract Offer: Permanent employment contract
Working Hours: Full time (37 hours per week)
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)
Work Location Type: Hybrid

Apply now and join our team!

Cards Product Expert

Job description