Customer Journey Expert Merchant Services

Deze vacature is niet meer vacant

Customer Journey Expert Tribe Payments - Merchant Services domain

For the Tribe Payments we are looking for a Customer Journey Expert (CJE) with experience in the Merchant Services domain (Cards Acquiring) to strengthen our team.

Your role:

Together with the other Customer Journey Experts you have an end-to-end responsibility for the operation, management and improvement of our point of sale product and related services with a view to achieving an optimal customer experience. We are looking for a CJE who has commercial product management experience.

Your work environment:

Wholesale Banking Payments works according to Agile-principles in self-organizing teams. Important aspects in this way of working are self-starting attitude, flexibility, continuous development, continuous improvement, collaboration within the squad and active and positive collaboration with other squads. Within the Merchant Services domain we are working on our international Omnichannel Payments proposition. You will work most of your time in a squad within ING's agile organisation to achieve the squad's mission. This position is available in the Merchant Acquiring Services squad. You are also a member of a Chapter where you develop your craftsmanship as a Customer Journey Expert.

Your key responsibilities

  • You are representing the voice of the customer and focus on continuously improving the journeys we are offering. You are doing this by gathering issues and improvements regarding our products, processes and operational services.
  • You prioritize solving issues and implement improvements as well as monitoring the progress.
  • Coordinate implementations of our services for our clients as well as client requested changes.
  • Designing and improving process descriptions and implement process improvements.
  • Keeping our product maps up to date.
  • You apply your experience in supporting to operate and improve the products and services with an end-to-end mindset, including the needed COPAF scope.
  • You need to understand the full process and financial flows that are key to the cards acquiring settlement in order to follow-up on deviations
  • Ensure secure and flawless 24/7 operations and if not, manage incidents from solution to prevention
  • Ensure our license to operate by complying to ING internal as well as external regulations from regulators and card schemes.
  • You are able to simplify solutions and processes and tell the story clearly to clients, third parties and colleagues
  • Helping with some of our Non Financial Risk tasks

Who are you?

Skills and experience

  • Bachelor or Master degree / level.
  • Minimal 3-5 years of experience within the Payments domain of a bank.
  • Strong Communication Skills and good in stakeholder management
  • Minimal 2 years experience within Cards Acquiring and Alternative Payments Methods.
  • Experience in working in an Agile/Scrum team is an advantage.
  • Hands-on and willing to work closely with the Developers, Finance and Operations specialists.
  • You have analytical skills and takes decisions based on data and facts
  • Excellent in English and Dutch.


  • You are proactive, and have a natural drive to act and deliver results on time.
  • Excellent team player.
  • Take initiative, work accurate and in a structured and disciplined manner, has patience and resilience to handle setbacks.
  • Have a sharp eye for details, while not losing the overall picture.
  • You are highly self-organising, pragmatic and always seek opportunities to improve the work.
  • Internationally oriented.

What we offer

A job from 36 to 40 hours and a unique offer that fits in with the times of today. We take into account your home situation and your ambitions and help you to balance work and private life. Discover yourself our employment conditions. ;

  • A salary tailored to your qualities and experience;
  • Flexible working hours and the possibility to work at home;
  • Reimbursement for travel expenses;
  • 24 vacation days with a 36-hour working week. If you work 40 hours a week, you will receive 27 vacation days;
  • Pension scheme;
  • 13th month salary;
  • Individual Savings Contribution (BIS), 3.5% of your gross annual salary;
  • 8% Holiday payment;
  • Personal growth and challenging work with endless possibilities to realize your ambitions;
  • An informal working environment with innovative colleagues who strive for the very best.


Contact the recruiter attached to the advertisement for more information.Want to apply directly? Please upload your CV and motivation letter by clicking the “Apply” button.

Please note, multiple interview steps involving various business stakeholders will be part of the selection process.

Vacature informatie

Organisatie: ING

Locatie: Amsterdam

Opleidingsniveau: WO

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