Customer Journey Expert – TAR-Billing

ING; Brussel Hoofdstad; Hybrid; EUR 65,000 - 90,000; Full time

Benefits offered by this job

An attractive gross salary

Flex Budget

20 statutory holidays

Profit sharing

Reimbursement of train or bus pass

Pension plan

Hybrid working

Personal growth and development

Informal working environment

Job summary

ING Belgium is seeking a Business & Functional Analyst to turn complex business needs into reliable billing solutions within TAR-Billing. This hands-on role blends business analysis with functional design and requires collaboration with IT Analysts, Developers and Finance.

You will clarify needs, define requirements, test changes, manage dependencies and support UAT, with English as the working language. Hybrid working in Belgium and opportunities for internal career moves within ING.

Qualifications

• At least five years of relevant experience combining business and functional analysis.
• Clear communication and stakeholder management.
• Strong documentation skills.
• Rigour and initiative.
• Technical fluency: discuss system behaviour, data flows and interfaces.
• Full professional proficiency in English, written and spoken.

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 options with the IT Analyst and Developers.
• 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.
• Validate delivery. Support backlog refinement, perform UAT, support releases and verify changes against requirements; Product Owner owns backlog and planning.
• Own your analysis. Build billing expertise, challenge unnecessary complexity and follow through on open questions, risks and decisions.

Skills

Business analysis

Functional analysis

Stakeholder management

Requirements ownership

English proficiency

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.

Meet the essentials? Share examples of your requirements, process flows, technical collaboration and dependency management.

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
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