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

Working within a multidisciplinary agile squad, the Cards & Mobile Payments Expert collaborates closely with Product Owners, IT engineers, Operations, Risk, Compliance, Legal and external partners to define, develop and enhance cards and payments products and services. The role contributes to the evolution of the Cards & Mobile Payments proposition by identifying customer needs, driving innovation, improving customer journeys and supporting the delivery of strategic initiatives across the full product lifecycle

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.

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 and similar

Knowledge of the English language

Knowledge of innovative payments with focus on Mobile

Contract offer:

Working conditions: Permanent employment contract

Working hours: Full time (37 hours per week)

Applicable Collective Labour Agreement: National Collective Labour Agreement for employees in the credit sector (NCLA)

Location: Milan (hybrid)

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)

Our compensation approach is built on objective, gender-neutral criteria aligned with the role’s core requirements. That said, we believe talent goes beyond any framework: your total reward package will be tailored to reflect your unique experience, skills, and potential, ensuring we fully recognize the value you bring.

The benefits of joining ING

In addition to being a part of a great team, working in a fun and innovative environment, 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 Environnent and Talent Program

• Commitment to sustainability

• Lots of training 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 ING

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 to tell people how to live their lives. We empower people and businesses to realize their own vision for a better future.
#doyourthing is our brand direction with us each and every day. It is how we articulate our purpose and our promise to make banking frictionless to the world.
‘do your thing’ is about people being free to live the life they want to live, knowing that they will make their world a little better for it.
Do you think you are "a step ahead"? Apply now!
 

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 Application Safety Reminder ⚠️

We’re seeing an increase in fraudulent job offers. To protect yourself, please follow these key guidelines when applying for roles at ING:

·       Apply only via official ING platforms: ING uses Workday as its internal recruitment system. Applications should be submitted only via our official career site.

·       Check the sender’s email carefully: legitimate communication will always come from: @ing.com and/or @myworkday.com

·       No payments or banking details will ever be requested. If someone asks for this information, it’s a scam.

If you suspect suspicious activity, report it immediately. Your safety matters to us.