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,prioritisingimprovements, and translating customer and business needs into changes customers notice.
Roles and Responsibilities
This roleisin thelife cyclemanagementteamoftheCardsAreawhere weown andimproveallcustomerjourneyseg.issuingthecards (physical and virtual), activating,changinglimitsetc.AsaCJEyouarepart ofthe CJEteam andona dailybasisyouwork inoneof the feature squadsonspecificjourneys.Asthelife cyclemanagementteamweworkcloselytogetherwith theCardSalesteamandthe CardsTransactionsteam
You own and improve specific card journeys or featuresend‑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 complexpayments’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 businessobjectivesinto clear product choices.
Shape features and improvements from earlyideato launch, ensuring real customer value.
Work closely with engineers to bring solutions to life
Collaborate with stakeholders, including card schemes and external partners.
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 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 thecard’sdomain. This role is notabout deep technical design or system ownership—it is about shapingandmaintaininggreat card experiences.
Have 3–5 years of hands-on experience in banking, payments, card products, or digital product developmentwithin a complex organization.
Possess a solid understanding of card journeys, the cards ecosystem, and customer behavior,and are eager to deepen thisexpertise
Bring experience in product development,productownership, customer journey optimization, or digital channels.
Balance a strong customer focus with a data-driven mindset, using insights to drive decisions in a complex, regulated environment.
Communicate clearly, collaborate across teams, and take ownership with a proactive, pragmatic, and “make it happen” mindset
Are fluent in English and Dutch.
What you will get
Ownership of high-impact card journeysused by millions.
Work on products that matter together with highly skilled professionalsin a collaborative, agile environment.
Growth towards Senior CJE roles, Product Lead or Payments leadership
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. Find out more about our employment conditions.
The benefits of working with us at ING include:
About us
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Discover what we do and what we can offer you
Questions?
Please visit our Frequently Asked Questions section to find some answers on questions you might have.
Contact the recruiter attached to the advertisement. Want to apply directly? Please upload your CV and motivation letter by clicking the ‘Apply’ button.
Working at ING in The Netherlands
ING is a pioneer in digital banking and on the forefront as one of the most innovative banks in the world. As ING, we have a clear purpose that represents our conviction of people’s potential. We don’t judge, coach, or tell people how to live their lives. However big or small, modest or grand, we empower people and businesses to realise their vision for a better future. We made the promise to make banking frictionless, removing barriers to progress, and make people confident in their financial decisions. As a global bank we have a huge opportunity – and responsibility – to make an impact for the better. We can play a role by financing change, sharing knowledge, and innovating. Being sustainable is in all the choices we make—as a lender, as a partner and through the services we offer our customers
