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 structure, and your ability to move things forward. You are initiative-taking, take responsibility for outcomes, and steadily grow your impact across the card’s domain.

About you

You are a product‑minded professional who enjoys responsibility and impact. You:

• have 3–5+ years experience in payments, cards, or digital product development in a complex organisation.
• understand debit and/or credit card products and are curious about how the cards ecosystem works.
• Combine a sharp customer focus with strong 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: you take it on and make it happen.
• Are fluent in English (Dutch is a plus) and based in the Netherlands.

This role is not about deep technical design or system ownership—it is about shaping great card experiences.

What you will get

• Ownership of high-impact card journeys used by millions.
• Work on products that matter together with highly skilled professionals in a collaborative, agile environment.
• Growth towards Senior CJE roles, Product Lead or Payments leadership

Rewards and benefits

We want to make sure you can balance ambition with well‑being. Find out more about our employment conditions. The benefits of working with us at ING include:

• A competitive salary aligned with your skills and experience.
• 25–28 vacation days depending on your contract
• Pension scheme
• 13th month salary and 8% holiday allowance
• Individual Savings Contribution (BIS) of 3.5%
• Flexible working hours and hybrid working options.
• A mobility card, including free public transport on weekends.
• Strong focus on learning, growth, and career development within Payments

About us

Curious about how ING empowers people and businesses to move forward? Discover what we do and what we can offer you.