Customer Journey Expert – TAR-Billing

ING Belgium; Brussel; Hybrid; EUR 55,000 - 75,000; Full time

Benefits offered by this job

Hybrid working

Salary package

Pension plan

Profit sharing

Commuter benefits

Phone & internet allowance

Holiday entitlement

Career growth

Job summary

ING Belgium is seeking a Business & Functional Analyst to turn complex business needs into precise billing requirements for TAR-Billing. You will collaborate with IT Analysts, Developers and Finance to shape pricing rules and fee-related processes.

The role sits in the Daily Banking tribe, Onboarding Packs & Acquisition area, focusing on reporting, testing (UAT), and ensuring delivery aligns with agreed requirements. Fluent English is essential; knowledge of French or Dutch is a plus.

Qualifications

• At least five years of relevant experience combining business and functional analysis, requirements ownership and delivery follow-up.
• Clear communication and stakeholder management. Explain complex topics simply and coordinate stakeholders and dependencies.
• Strong documentation skills. Produce concise business requirements, clear process flows and actionable functional requirements.
• Rigour and initiative. Check completeness and consistency, challenge assumptions and own follow-up.
• Technical fluency. Discuss system behaviour, data flows, interfaces and dependencies, bridging business and technology.
• Full professional proficiency in English, written and spoken. Independently lead discussions, write precise requirements and explain business and technical topics.

Responsibilities

• Clarify and challenge needs. Advise product and segment teams on billing options and impacts on customers and processes.
• Define actionable requirements. Document current and target processes, business rules, exceptions and acceptance criteria. Assess solution options with the IT Analyst and Developers, using data to support analysis.
• Improve the colleague platform. Define business requirements and test changes to the platform ING colleagues use to consult and adjust fees.
• Identify dependencies. Align business and technical stakeholders, including Finance and Tax. Flag cross-project dependencies, especially when the Product Owner cannot investigate them directly.
• Validate delivery. Support backlog refinement, prepare and perform User Acceptance Testing (UAT), support releases and verify changes against agreed requirements.
• Own your analysis. Build billing expertise, challenge unnecessary complexity and follow through on open questions, progress, risks and decisions needed.

Skills

Analytical thinking

Requirements ownership

Stakeholder management

Documentation

Business analysis

Tools

Process mapping tools

Data analysis

Job description

Business & Functional Analyst

Turn complex business needs into reliable billing solutions. Join TAR-Billing in a hands-on role combining business and functional analysis.

ING supports internal career moves before recruiting externally.

Your team and its impact

TAR-Billing executes pricing rules, bills customers and collects fees across Private Individuals, Business Banking and Wholesale Banking at ING Belgium. Our Customer Journey Experts, Technical Analysts and Developers also work with Finance and Tax on fee-related reporting.

As a provider team, we help products and segments evolve their billing—from new subscription packs to flexible campaign discounts and rewards. Our goal: clearer, more transparent fees and a better customer experience and Net Promoter Score (NPS).

We sit within the Daily Banking tribe, in the Onboarding Packs & Acquisition area, while serving all customer segments.

Your role

Understand and challenge business needs, advise from a billing perspective and turn them into precise business requirements for TAR Developers. Work with the IT Analyst, who owns the technical design. Your focus: rigorous analysis and changes that meet agreed needs.

What you will do

• Clarify and challenge needs. Advise product and segment teams on billing options and impacts on customers and processes.
• Define actionable requirements. Document current and target processes, business rules, exceptions and acceptance criteria. Assess solution options with the IT Analyst and Developers, using data to support analysis.
• Improve the colleague platform. Define business requirements and test changes to the platform ING colleagues use to consult and adjust fees.
• Identify dependencies. Align business and technical stakeholders, including Finance and Tax. Flag cross-project dependencies, especially when the Product Owner cannot investigate them directly.
• Validate delivery. Support backlog refinement, prepare and perform User Acceptance Testing (UAT), support releases and verify changes against agreed requirements. The Product Owner owns the project overview, backlog priorities and team planning.
• Own your analysis. Build billing expertise, challenge unnecessary complexity and follow through on open questions, progress, risks and decisions needed.

Deepen your pricing and billing expertise through cross-product analysis and hands-on delivery. Develop transferable skills in requirements, dependencies and stakeholder collaboration.

What You Bring

You enjoy analytical depth, precise requirements and thorough follow-through. You bring structure to complexity and explain it clearly.

Essential Requirements

• At least five years of relevant experience combining business and functional analysis, requirements ownership and delivery follow-up.
• Clear communication and stakeholder management. Explain complex topics simply and coordinate stakeholders and dependencies.
• Strong documentation skills. Produce concise business requirements, clear process flows and actionable functional requirements.
• Rigour and initiative. Check completeness and consistency, challenge assumptions and own follow-up. Work independently while staying aligned with the team.
• Technical fluency. Discuss system behaviour, data flows, interfaces and dependencies, bridging business and technology.
• Full professional proficiency in English, written and spoken. Independently lead discussions, write precise requirements and explain business and technical topics.

Additional assets — not prerequisites

• Experience in banking, particularly in pricing, billing or fee-related processes.
• Previous experience at ING.
• Knowledge of French or Dutch.

Rewards And Benefits

ING aims to help employees find the right balance between their career and private life. Find out more about our employment conditions.

Benefits Include

• An attractive gross salary, depending on job category and professional experience.
• Flex Budget.
• 20 statutory holidays, plus an additional 9-11 days of annual leave, 1 regional public holiday and 4 bank holidays.
• Profit sharing.
• Reimbursement of train or bus pass.
• Telephone subscription and internet allowance.
• Pension plan.
• Hybrid working.
• Personal growth and challenging work with broad development opportunities.
• An informal working environment with innovative colleagues.

About Us

Curious about how ING empowers people and businesses to move forward? Discover what we do and what we can offer you.