Customer Journey Expert - Squadmaster GFME

CTO Payments & Settlement Services (PSS) is looking for a Customer Journey Expert (CJE) to strengthen the Swift Services capability in ING. As a Customer Journey Expert, you will be working with a strong focus on fulfilling the role of a squad master in the Swift services area.

Your Team

You will join our Business Squad, a team of CJE’s responsible for managing our End2End services in the SWIFT area, responsible for all the Service Baseline and Change activities for the Swift services of PSS.

Responsibilities:

• You translate the purpose, the why​, your business & product knowledge to the squad(s).

• You work with your squad(s) daily when needed to optimize the sprint outcome. 

• You improve the squad’s predictability, optimize the squad’s velocity and safeguard the squad’s well-being.

• You closely collaborate with other Customer Journey Experts and squad masters in the area and Tribes translating the voice of the customer, business and IT needs into requirements supporting value-based delivery.

• You support your Product Lead (PL) in the responsibility to manage the overall product backlog & priorities in the Swift Area in PSS.

• You drive the Quarterly Business Review (QBR) to help define product developments for the products and applications in your scope.

• You apply your experience in supporting to build and manage the products with an end-to-end mindset, including the needed COPAF (non-IT) design and implementation of business operations and services.

• You are creative and an out-of-the box thinker who likes to work in a multidisciplinary team in an agile environment.

• You support the PSS organization’s ambition to become a best of class professional Service provider, providing transparent & recognizable products and services to our service consumers. This includes responsibility for day-to-day provision of services including the dialogue with our service recipients.

• You ensure our license to operate as a Bank by secure and flawless 24/7 operations whilst keeping strong focus on regulatory compliance.

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’ll back you to develop into an even more awesome version of yourself. 

You have a talent for taking it on and making it happen, enthusiasm for helping others to be successful and known for always being a step ahead. In other words, you strive to bring fresh ideas to life and embrace challenges in a fast-changing and complex environment!

Furthermore, you have/are:

• Able to travel 1/2 days a week to your team in Brussels by train (Monday or Thursday). You can also combine it with an hotel stay.

• 2-3 years of experience in payments initiation, international payments, Swift payments, experienced in determining different payment products and understanding product characteristics.

• Relevant work experience as CJE/PO and proven experience with the Agile way of working. Experience in scaled agile and multiple DevOps teams working together is a pre.

• Proven business product experience in Banking, Payments and Reporting.

• An entrepreneurial mindset; you dare to step up, speak up and experiment! You aspire the team to grow.

• You are able to take it on and make it happen: realization skills and work under pressure if the situation requires it.

• You are naturally a collaborative person who listens and invests in others to achieve common goals.

• You love to challenge the status quo and are eager to propose creative solutions to problems.

Rewards & 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 here.  

The benefits of working with us at ING include: 

• A salary tailored to your qualities and experience
• 40 hour workweek
• Individual leave: 24+2 individual holiday days based on 36 hr workweek
• Diversity leave: 3 days per year (1,5 paid, 1,5 unpaid)
• CSR days: up to 2 days per year to actively engage in society by volunteering
• 13th month salary
• 8% Holiday payment
• Individual Savings Contribution (BIS), 3.5% of your gross annual salary
• Mobility card
• Attractive pension scheme

Want to apply directly?

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.

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 and apply today!