Customer Journey Expert Cards – Retail Payments

3M HEALTHCARE; Amsterdam; On-site; EUR 85,000 - 115,000; Full time

Benefits offered by this job

Pension scheme

13th month

8% holiday allowance

Hybrid work

Mobility card

Career development

BIS 3.5%

Job summary

ING is seeking a Customer Journey Expert (CJE) Cards to improve critical debit and credit card journeys across countries. You will translate customer needs, data insights, and business goals into concrete features and improvements, shaping propositions and prioritising work.

You will collaborate with engineers and external partners to launch customer-focused changes. You will thrive in a complex, regulated payments environment, applying strong data skills and a customer-centric mindset to

Qualifications

• 3–5+ years experience in payments, cards, or digital product development in a complex organisation.
• Understand debit and/or credit card products and how the cards ecosystem works.
• Combine sharp customer focus with strong data skills to drive product choices and outcomes.
• Care deeply about customer experience and commercial value.
• Able to work in complex, regulated environments without losing customer focus.
• Clear communicator who can influence across disciplines and take ownership.
• Curious, pragmatic and entrepreneurial: you take it on and make it happen.
• Fluent in English (Dutch a plus) and based in the Netherlands.

Responsibilities

• Take ownership of parts of the debit and credit card journey and actively improve them.
• Turn customer insights, data, and business objectives into clear product choices.
• Shape features and improvements from idea to launch, ensuring real customer value.
• Work closely with engineers to bring solutions to life—without owning the technical implementation.
• Collaborate with stakeholders, including card schemes and external partners.

Skills

PaymentsExperience

DataDriven

ClearCommunication

EntrepreneurialMindset

EnglishFluency

Job description

Role Overview

Customer Journey Expert Cards – Retail PaymentsShape 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.

About the Role

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 Responsibilities

• Take ownership of parts of the debit and credit card journey and actively improve them.
• Turn customer insights, data, and business objectives into clear product choices.
• Shape features and improvements from early idea to launch, ensuring real customer value.
• Work closely with engineers to bring solutions to life—without owning the technical implementation.
• Collaborate with stakeholders, including card schemes and external partners.

Success Criteria

You deliver card improvements that are clear, valuable, and widely used by customers. Stakeholders trust your judgment, your structure, and your ability to move things forward. You are initiative‑taking, take responsibility for outcomes, and steadily grow your impact across the card’s domain.

About You

• Have 3–5+ years experience in payments, cards, or digital product development in a complex organisation.
• Understand debit and/or credit card products and are curious about how the cards ecosystem works.
• Combine a sharp customer focus with strong data skills, using insights and metrics to drive product choices and commercial outcomes.
• Care deeply about customer experience and commercial value.
• Are comfortable working in complex, regulated environments without losing customer focus.
• Are a clear communicator influencing others across disciplines and take ownership.
• Are curious, pragmatic, and entrepreneurial: you take it on and make it happen.
• Are fluent in English (Dutch is a plus) and based in the Netherlands.

What You Will Get

• Ownership of high‑impact card journeys used by millions.
• Work on products that matter together with highly skilled professionals in a collaborative, agile environment.
• Growth towards Senior CJE roles, Product Lead or Payments leadership.
• A competitive salary aligned with your skills and experience.
• 25–28 vacation days depending on your contract.
• Pension scheme.
• 13th month salary and 8% holiday allowance.
• Individual Savings Contribution (BIS) of 3.5%.
• Flexible working hours and hybrid working options.
• A mobility card, including free public transport on weekends.
• Strong focus on learning, growth, and career development within Payments.