Customer Journey Expert - Channels

About the Position

Customer Journey Expert - Channels

Design the future architecture of one of Europe's most innovative banking networks while empowering engineers to do their best work.

Transaction Services (TS) is one of ING Wholesale Banking’s core business lines. We provide a broad range of payment and transaction-banking products and services to corporate and institutional clients worldwide. Our ambition is to deliver secure, reliable, and competitive solutions that help our clients manage their day-to-day banking seamlessly across countries and channels.

Within TS, Delivery Management converts product strategy and client needs into high-quality, scalable solutions and services. We work globally with Commercial Product Management, Operations, Technology, Risk, Compliance, Legal, and local market organizations.

This position is based in ING Hubs Türkiye in Istanbul and is embedded in the global Delivery Management Payments & Channels organization.

As a Customer Journey Expert, you will join the Channels domain within Delivery Management Payments & Channels. Our channels enable corporate clients and Financial Institutions to access ING services, initiate and authorize transactions, exchange data, and integrate their systems with ING through secure digital and connectivity solutions. You will independently own complex, end-to-end delivery outcomes across one or more channel propositions. You shape multi-stream roadmaps, translate strategic, client, regulatory, and operational needs into scalable solutions, lead alignment across business and technology, and ensure that delivered capabilities achieve measurable client and business outcomes. You provide expert guidance to colleagues and stakeholders while safeguarding reliable operations, regulatory compliance, and a consistent global client experience.

Responsibilities

• Manage the translation of priorities into business and functional requirements, epics, features, acceptance criteria, and test cases.
• Lead refinement and prioritization with your team; evaluate feasibility, expose dependencies and risks, and recommend clear trade-offs and preferred approaches.
• Act as the bridge between business and technology by simplifying complexity, guiding design decisions, and ensuring that solutions meet client, business, architectural, and non-functional expectations.
• Drive stakeholder alignment across countries, business lines, technology, and operations; surface trade-offs, resolve conflicting interests, and secure decisions.
• Lead implementation, rollout, and adoption for multi-country or multi-team changes, including readiness, stakeholder communication, migration or transition planning, documentation, and sustainable handover to service and operations teams.
• Safeguard secure and reliable 24/7 operations by leading analysis of material incidents and recurring issues, driving root-cause resolution, control effectiveness, and structural remediation across the value chain.
• Shape quarterly objectives and key results, provide evidence-based recommendations, and give Delivery Area leadership transparent insight into progress, outcomes, capacity, risks, trade-offs, and decisions required.

Requirements

• Master’s degree or equivalent level of thinking and working, supported by relevant professional experience.
• At least 5 years of relevant experience in product delivery, business analysis, customer journey management, digital banking, payments, or financial services.
• Proven ability to work independently, advise stakeholders, and guide colleagues through complex analysis, prioritization, design, and delivery decisions.
• Demonstrable experience owning multi-stream or cross-team delivery from discovery and roadmap shaping through build, testing, rollout, adoption, and performance improvement.
• Strong experience in functional and user acceptance testing, issue and root-cause analysis, operational readiness, control evidence, and delivery documentation.
• Strong expertise in transaction banking, digital channels, APIs, reporting, or payment journeys.
• Analytical, data-driven decision-making, stakeholder-influencing, and change-management capabilities.
• Experience improving Agile delivery practices and coaching or providing professional guidance to colleagues in distributed international teams.
• Excellent written and verbal English, with the credibility to communicate, negotiate, and facilitate decisions at management level across cultures and locations.

We Offer

At ING Hubs Türkiye, we believe that your work should be fulfilling in every way. We pay attention to even the smallest details to ensure that your experience is rewarding.

• Welcome Leave: Enjoy 14 days of welcome leave, even in your first year.
• Self-driven career opportunities.
• Challenging projects and continuous learning opportunities.
• Flexible hybrid working model.
• Remote working opportunities throughout August.
• Training budget and Udemy partnership.
• Global mobility and international career opportunities.
• Comprehensive health insurance for you and your family.
• Private Pension Plan.
• Meal Card.
• Transportation Allowance.
• MultiSport Membership.
• English Language Development Support.
• Innovation culture powered by PACE methodology.
• Regular communication activities and celebrations.

About the Company

ING is a global bank with a strong European base. More than 60,000 colleagues serve around 38 million customers and corporate clients in over 40 countries. Working at ING means working with great people: friendly, collaborative, and (we think) fun! We empower the people around us and our customers to stay a step ahead. A job at ING comes with autonomy and the expectation to drive progress, deliver a superior customer experience, and create a more sustainable future for people and planet.

ING’s vision is to unlock our people’s full potential through our inclusive culture where everyone has the opportunity to develop and have impact for our customers and society. To achieve this vision, our policies support diversity, equity, and inclusion. As an equal opportunity employer, we do not tolerate discrimination of any kind with regard to age, gender, gender identity, cultural background, experience, religion, race, ethnicity, disability, family responsibilities, sexual orientation, social origin, or any other status protected by applicable law. If you require any assistance or if we can accommodate you in any way when participating in our application and/or interview process, please email the recruiting contact listed for the relevant position. We will be happy to work with you to ensure a fair and accessible process. Read more about our commitment to diversity, inclusion, and belonging here.