ING
Retail Payments
CustomerJourneyExpertCards–RetailPayments
Neural analysis suggests this role is
optimal for Mid candidates.
“Customer Journey Expert Cards – Retail Payments at ING. Skills: Customer Journey Expert, Cards, Retail Payments. Take ownership of parts of the debit and credit card journey and actively improve them. Turn customer insights, data, and business objectives into clear product choices”
What You'll Achieve.
deliver card improvements that are clear, valuable, and widely used by customers; Stakeholders trust your judgment, your structure, and your ability to move things forward; steadily grow your impact across the card’s domain
Industry & Context.
translate customer needs, data insights, and business goals into concrete features and improvements; balance customer experience, commercial impact, and feasibility; help the team make clear choices
What They're Looking For.
Must Have
3–5+ years experience in payments, cards, or digital product development in a complex organisation, understand debit and/or credit card products, Combine a sharp customer focus with data skills, using insights and metrics to drive product choices and commercial outcomes, Care deeply about customer experience and commercial value, Are comfortable working in complex, regulated environments without losing customer focus, Are a clear communicator influencing others across disciplines and take ownership, Are curious, pragmatic, and entrepreneurial, fluent in English, based in the Netherlands
Nice to Have
Dutch is a plus
What You'll Do.
Take ownership of parts of the debit and credit card journey and actively improve them
Turn customer insights
and business objectives into clear product choices
Shape features and improvements from early idea to launch
ensuring real customer value
Work closely with engineers to bring solutions to life
Collaborate with stakeholders
including card schemes and external partners
How You'll Work.
Team & Collaboration
collaborate closely with engineers, risk, designers, and stakeholders; Collaborate with stakeholders, including card schemes and external partners; Work on products that matter together with highly skilled professionals in a collaborative, agile environment
Communication Scope
clear communicator influencing others across disciplines
Process & Methodology
prioritising improvements, translating customer and business needs into changes customers notice
Full Job Description
**Customer Journey Expert Cards – Retail Payments** **Shape card experiences used by millions of customers.** Debit and credit cards are at the heart of how people pay—every day, everywhere. At ING, cards are not just a utility; they are a key growth driver within Retail Payments. Customer expectations are rising fast, and we are investing heavily in smarter, simpler, and more valuable card experiences to create value for customers and drive our commercial performance. As a **Customer Journey Expert (CJE) Cards** , you take responsibility for improving meaningful parts of the debit and credit card journey across countries. You translate customer needs, data insights, and business goals into concrete features and improvements. You make impact: shaping propositions, prioritising improvements, and translating customer and business needs into changes customers notice. **Your role** You own and improve specific card journeys or features end‑to‑end: from understanding customer needs and commercial goals, to shaping solutions and bringing them live. You collaborate closely with engineers, risk, designers, and stakeholders. **You balance customer experience, commercial impact, and feasibility** , and you help the team make clear choices in a complex payments’ environment. Over time, you expand your scope and influence across larger parts of the card domain. **What you will be doing** * Take ownership of parts of the debit and credit card journey and actively improve them. * Turn customer insights, data, and business objectives into clear product choices. * Shape features and improvements from early idea to launch, ensuring real customer value. * Work closely with engineers to bring solutions to life—without owning the technical implementation. * Collaborate with stakeholders, including card schemes and external partners. **What success looks like?** You deliver card improvements that are clear, valuable, and widely used by customers. Stakeholders trust your judgment, your s
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