Back to search result

Customer Journey Expert

Employee | Sales & Relationship management | Professional | Amsterdam | 2024-04-09 | REQ-10070667 | Salary indication 5,996 EUR - 9,583 EUR based on 36 hours


Transaction Services (TS) is one of ING WB core business lines. We offer a suite of WB products and services to corporate and institutional clients. We are a significant contributor to the growth and profitability of the WB. Our strategy is aimed at ensuring that we continue to support sustained growth for the WB by delivering competitive and relevant TS products.   

The purpose of the TS Delivery Management organization is to make our clients successful by offering them seamlessly integrated TS solutions. We have a global mandate to improve products in such a way that internationally operating clients experience ING as one bank across the entire ING network. We have the asset ownership for all IT assets in scope. We are responsible for the delivery of services to our clients and stakeholders.    

As a Customer Journey Expert (CJE) you have an end-to-end responsibility for delivering and managing the solutions in systems, services and channels. You work in a squad following Agile WoW together with other experts to achieve your squad's mission. You have expertise in the areas of technical product development and delivery. And you can fulfil the role of Product Owner within a squad, and together with your squad you are responsible for what is achieved as well as setting the priorities.  

 As a Customer Journey Expert

  • You will report to the Delivery Area Lead (DAL) Trade. 

  • You focus on the delivery-related activities for your respective product. 

  • You contribute to the ING One Agile Way of Working.  

  • You contribute to the improvement of the product performance. 

  • You are part of the global network, you stimulate cross-border collaboration and teamwork, as well as alignment with the parties that need to contribute to a specific implementation of your delivery business area.   

Your key responsibilities 

  • You translate and refine business requirements provided by Product Management for the development of products and contribute to defining the best solution roadmap for the product. 

  • You apply your experience in supporting the product development with an end-to-end mindset, including the COPAF implementation, delivery of the business operations and services. 

  • You bridge IT and business through understanding of client needs, digitization and ensure delivery is of the right quality by defining and executing user acceptance tests. 

  • You can simplify solutions and processes.

  • You monitor usage of the product by ensuring relevant data and management information is available. 

  • You work with Risk, Compliance, and Legal stakeholders, to make sure our products and services comply with regulations and policies. 

  • You support the Delivery Area Lead (DAL) with representation in large scale complex international change projects/programmes. 

  • Together with your colleagues you are responsible for meeting your sprint- and QBR goals. 

  • You support DAL with managing the demand towards PSS, Market Leaders and external vendors, in cooperation with the IT Area Lead.

  • You contribute to delivering a differentiating experience for ING’s customers for all TS related services at optimal value and profitability for ING.

  • You share responsibility to ensure our license to operate by secure and flawless 24/7 operations while ensuring regulatory compliance.  

  • You contribute to the risk & control compliancy to mitigate business and operational risks. 

  • You are responsible for aligning with Product Managers and the IT colleagues to ensure successful delivery of your product.

We are looking for 

  • An entrepreneur who combines client focus with delivery power.  

  • Your product knowledge with adequate technical understanding.

  • Your ability and drive to contribute to product delivery and development of expertise.  

  • Your ability to simplify complexity and drive operational excellence.  

  • Your ability to promote and embed delivery culture in the organization.

  • A colleague with analytical skills who takes decisions based on data and facts. 

  • Strong resilience: your ability to navigate through ambiguity and simplify complexity.

  • A pro-active, creative and an out-of-the box thinker.  

  • An open and transparent communicator. 

  • An energetic, motivating person who can work as part of a team but also independently. A colleague who displays all aspects of ING’s Orange behavior.    

Proven track record and technical skills 

  • Master's or bachelor's degree. 

  • 8 years of working experience

  • Experience and affinity with the Trade products (TFS/WCS). 

  • Experience and/or affinity to deliver results together with the IT engineers. 

  • Proven experience or strong affinity with the ING Agile Way of Working is a plus. 

  • Experience working in product delivery is a plus. 

  • Excellent written and verbal English communication skills.  

How to succeed

We hire smart people like you for your potential. Our biggest expectation is that you’ll stay curious. Keep learning. Take on responsibility. In return, we back you to develop into an even more awesome version of yourself.

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

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

About us

With 60,000 employees and operations in approximately 40 countries, there is no shortage of opportunities for people with initiative who want to help people take a step ahead in life and in business. Do you want to work at the cutting edge of what’s possible and at the same time ensure you work with integrity and hold the customer’s interests at heart? Do you want to be surrounded by progressive, inspiring, diverse and supportive colleagues? Then there is no better place to invest your talents than at ING. Join us. Apply today.


Contact the recruiter attached to the advertisement for more information. Want to apply directly? Please upload your CV and motivation letter by clicking the “Apply” button.

Please note, multiple interview steps involving various business stakeholders will be part of the selection process.


Questions about this opportunity?

Feel free to contact Rhynard Rooyen, Recruiter. e-mail:

Back to top

Please be aware that the recruitment procedures, (labour) regulations and labour agreements of Netherlands apply.

Yes No