Cards Product Expert

Details

ING Bank N.V. is looking for a Cards and Mobile Payments Expert, acting as a Customer Journey Expert, to join one of the Cards & Mobile Payments squads. The role is responsible for the end-to-end management, development, and optimization of card products and payment journeys, ensuring an outstanding customer experience while balancing business objectives, regulatory requirements, and operational efficiency.

The Customer Journey Expert works within a multidisciplinary agile squad and collaborates closely with Product Owners, IT engineers, Operations, Risk, Compliance, Legal, and external partners. The role contributes to the evolution of the Cards & Mobile Payments proposition by identifying customer needs, driving innovation, improving customer journeys, and supporting strategic initiatives across the full product lifecycle.

Activities

• Manage and optimize debit card, credit card, prepaid card, and mobile wallet customer journeys.
• Gather, analyze, and document business, customer, and regulatory requirements.
• Prepare business cases, market analyses, and functional requirements documentation.
• Coordinate product developments and enhancements with internal and external stakeholders.
• Support product launches, feature releases, and implementation activities.
• Monitor KPIs, customer behavior, and operational performance through reporting and data analysis.
• Conduct process reviews and identify opportunities to improve customer experience and operational efficiency.
• Analyze market trends, customer insights, and competitors' offerings to support product evolution.
• Prepare management reports, presentations, and performance analyses for governance forums and decision-making bodies.

Responsibilities

• Own the end-to-end lifecycle of Cards & Mobile Payments products and customer journeys, ensuring alignment with business objectives and customer needs.
• Drive continuous improvement of customer experience, digital adoption, and operational efficiency across cards and payment journeys.
• Ensure business requirements are clearly defined, prioritized, and successfully translated into deliverable solutions.
• Be accountable for the successful delivery of product enhancements, regulatory changes, and strategic initiatives within the Cards & Mobile Payments domain.
• Ensure compliance with internal policies, regulatory requirements, and payment scheme obligations.
• Manage and align stakeholders across Product, IT, Operations, Risk, Compliance, Legal, Marketing, and external partners.
• Monitor product performance and identify opportunities to improve profitability, customer engagement, and business results.
• Contribute to the evolution of the Cards & Mobile Payments strategy by identifying innovation opportunities and market developments.
• Facilitate collaboration across multidisciplinary teams, helping to remove impediments and drive delivery outcomes.

Requirements

• At least 2 years of experience in the role.
• Good decision-making skills and the ability to manage critical situations.
• Degree in Economics, Management Engineering, or a similar field.
• Knowledge of English.
• Knowledge of innovative payments, with a focus on mobile payments.

Contract And Working Conditions

• Permanent employment contract.
• Full-time employment, 37 hours per week.
• Applicable Collective Labour Agreement: National Collective Labour Agreement for employees in the credit sector (NCLA).
• Location: Milan, with hybrid working.
• Starting annual base salary: €39,000.
• Variable remuneration in line with applicable remuneration policies, with a target based on the role, outcomes linked to the Group, business line or function, and individual performance.

Benefits

• Flexible smart working.
• Competitive base salaries and performance-based bonuses.
• Meal vouchers and a corporate restaurant and bar.
• Health and accident insurance.
• Pension fund and welfare plan.
• Diverse cultures and innovative mindsets.
• International environment and talent program.
• Commitment to sustainability.
• Training and development opportunities.
• Moments dedicated to physical and mental well-being.
• A special day off on your birthday through the #doyourbirthday initiative.
• Free water and coffee at the office.

ING is committed to creating a safe and inclusive environment based on mutual respect and the value of diversity, offering equal job opportunities to all qualified candidates.