Job Description

Customer Journey Expert Billing – Short term assignment until end 2027

Digital Product Billing

Today, our Billing team manages the operational Billing for a broad range of fees across multiple customer segments. This process is a critical component of our financial operations, requiring high standards of accuracy, control and reliability.

Our, Catalogue, Pricing & Billing solution is a cloud based platform procured from an external technology supplier. Our solution is a global standard within ING, serving as the target platform across entities worldwide. Already servicing multiple markets, the demand for global adoption continues to grow, both for Catalogue & Pricing Capabilities as well as Billing functionality.

We are looking for a CJE to join as a short-term assignment until the end of 2027. A key focus of this vacancy is to role is to help transform our Billing offering to enable scalable solutions, while also contributing to smooth day-to-day billing operations.

Your role

You will work in delivery as a business representative for both operational and change-related topics.

• Take responsibility as feature owner, defining requirements, configuring, defining test scenarios, testing and signing off on the feature delivery.
• Work out the functional and configuration solutions for a business product and supporting process(es).
• Investigate incidents to assess customer impact, take the lead as a business coordinator, prepare customer and internal communication, and support both mitigation and structural solutions.
• Ensure both Business & IT risk remains under control.
• Monitor the performance of our landscape and the financial outcomes of billing, looking proactively for anomalies and opportunities.

You will be reporting to the PL Billing.

Who are we looking for?

• You have minimum 5 years experience in a Customer Journey/Product Management role.
• You have a solid understanding of ING's products, processes and architectural landscape.
• You feel confident to take decisions on your own, based on experience, available information, and advice from involved colleagues.
• You demonstrate analytical skills and are not afraid to go figure out on your own as opposed to receiving all the answers.
• You are a strong stakeholder manager. You are able to identify the different types of stakeholders surrounding you, understand their interests and are able to apply different communication styles as applicable.
• You can balance multiple complex topics at once and are comfortable moving between high and low level detailed discussions, as well as future versus current needs, throughout the day.
• You are able to independently make complex into simple. Bringing ideas and driving discussions to the core goals, solution oriented.
• You have a strong track record with regard to projects, being the business/functional content expert and delivering impactful results.
• You can speak-IT but your focus and responsibility is towards the customer experience, product and process, and our targets for fee income within ING.
• You are very comfortable with giving and receiving feedback and you are not afraid to speak up.
• You have completed a university education (Master’s degree).

What do we offer you?

• A CJE role in job grade 17, scale 11
• Working in an area with major (global) strategic impact
• A lot of freedom as long as you deliver
• Interaction with an external supplier
• Interaction with an enormous variety or stakeholders (products, segments, entities)

Catalogue & Pricing, and Billing are part of Daily Banking. We work together as Business & IT with multiple squads to deliver on our roadmap. The teams are designed around the offered capabilities Catalogue & Pricing teams and the Billing teams.