Customer Journey Expert Cards – Retail Payments

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 hel...