Customer Journey Expert Working Capital Solutions

ING; Amsterdam; Hybrid; EUR 90,000 - 130,000; Full time

Benefits offered by this job

Competitive salary

13th month + 8% holiday

BIS contribution 3.5%

Flexible hours & hybrid

Mobility card

Personal growth

Diverse environment

Job summary

ING Amsterdam is seeking a Customer Journey Expert for Working Capital Solutions. In a cross‑functional squad, you own end‑to‑end delivery of TS products, align with ING’s Agile Way of Working, and drive value for international clients.

You translate business needs into MVPs, manage vendor relationships, ensure regulatory compliance, and contribute to a new target operating model. You support large, multi‑country change programs while maintaining steady 24/7 operations.

Qualifications

• Experience in delivering and developing IT products and services in a complex environment.
• Ability to translate business requirements into concrete product roadmaps.
• Familiarity with Agile WoW and cross-border collaboration is preferred.
• Strong understanding of risk, compliance, and vendor management.
• Excellent stakeholder management and communication skills.

Responsibilities

• Translate and refine business requirements for product development and define roadmaps.
• Support product development with end-to-end mindset and COPAF implementation.
• Bridge IT and business by understanding client needs and defining UATs.
• Simplify solutions and monitor product usage with data insight.
• Collaborate with Risk, Compliance, and Legal to ensure regulatory alignment.
• Assist in large-scale international change projects and vendor management.
• Meet sprint and QBR goals and contribute to delivering value and profitability.

Skills

Client focus

Delivery power

Entrepreneurial mindset

Analytical skills

English communication

Team collaboration

Decision making

Education

Master's degree

Bachelor's degree

Job description

Customer Journey Expert Working Capital Solutions

Hybrid - Amsterdam, Noord-Holland, Netherlands

Sep 15, 2026

Your role & work environment

Transaction Services (TS) is one of ING WB core business lines. We offer a suite of WB products and services to corporate and institutional clients. We are a significant contributor to the growth and profitability of the WB. Our strategy is aimed at ensuring that we continue to support sustained growth for the WB by delivering competitive and relevant TS products.

The purpose of the TS Delivery Management organization is to make our clients successful by offering them seamlessly integrated TS solutions. We have a global mandate to improve products in such a way that internationally operating clients experience ING as one bank across the entire ING network. We have the asset ownership for all IT assets in scope. We are responsible for the delivery of services to our clients and stakeholders.

As a Customer Journey Expert (CJE) you have an end-to-end responsibility for delivering and managing the solutions in systems, services and channels. You work in a squad following Agile WoW together with other experts to achieve your squad's mission. You have expertise in the areas of technical product development and delivery. And you can fulfil the role of Product Owner within a squad, and together with your squad you are responsible for what is achieved as well as setting the priorities.

This role will be part of the cross-functional team working on the Working Capital Solutions (WCS) transformation. We are building the next generation WCS platform: migrating ING's WCS functionality to a new platform, that is future proof and that will deliver all the required functionality to the organization. Additionally, we are changing the way of working with a new Target Operating Model. We need motivated CJEs to take part on this project defining requirements, delivering the MVP followed by the project implementation. It is an exciting project and great opportunity to be part of the change.

As a Customer Journey Expert

• You will report to the Delivery Area Lead (DAL) Trade.
• You focus on the delivery-related activities for your respective product.
• You contribute to the ING One Agile Way of Working.
• You contribute to the improvement of the product performance.
• You are part of the global network, you stimulate cross-border collaboration and teamwork, as well as alignment with the parties that need to contribute to a specific implementation of your delivery business area.

Your key responsibilities

• You translate and refine business requirements provided by Product Management for the development of products and contribute to defining the best solution roadmap for the product.
• You apply your experience in supporting the product development with an end-to-end mindset, including the COPAF implementation, delivery of the business operations and services.
• You bridge IT and business through understanding of client needs, digitization and ensure delivery is of the right quality by defining and executing user acceptance tests.
• You can simplify solutions and processes.
• You monitor usage of the product by ensuring relevant data and management information is available.
• You work with Risk, Compliance, and Legal stakeholders, to make sure our products and services comply with regulations and policies.
• You support the Delivery Area Lead (DAL) with representation in large scale complex international change projects/programmes.
• Together with your colleagues you are responsible for meeting your sprint- and QBR goals.
• You support DAL with managing the demand towards PSS, Market Leaders and external vendors, in cooperation with the IT Area Lead.
• You contribute to delivering a differentiating experience for ING's customers for all TS related services at optimal value and profitability for ING.
• You share responsibility to ensure our license to operate by secure and flawless 24/7 operations while ensuring regulatory compliance.
• You contribute to the risk & control compliancy to mitigate business and operational risks.
• You are responsible for aligning with Product Managers and the IT colleagues to ensure successful delivery of your product.

What we are looking for

• An entrepreneur who combines client focus with delivery power.
• Your product knowledge with adequate technical understanding.
• Your ability and drive to contribute to product delivery and development of expertise.
• Your ability to simplify complexity and drive operational excellence.
• Your ability to promote and embed delivery culture in the organization.
• A colleague with analytical skills who takes decisions based on data and facts.
• Strong resilience: your ability to navigate through ambiguity and simplify complexity.
• A pro-active, creative and an out-of-the box thinker.
• An open and transparent communicator.
• An energetic, motivating person who can work as part of a team but also independently. A colleague who displays all aspects of ING’s Orange behaviour.
• You host and facilitate periodic service review meetings with vendors and key stakeholders to monitor service quality, risks, issues, and improvement actions.
• You coordinate the collection and maintenance of required documentation, controls, and evidence to ensure ongoing compliance with ING policies, regulatory requirements, and audit expectations.
• You understand and assess the operational, risk, and compliance implications of vendor contracts and support the management of contractual obligations

Proven track record and technical skills

• Master's or bachelor's degree.
• 8 years of working experience
• Experience and affinity with the Trade products: Supply Change Finance, Receivables Finance or Factoring
• Additional experience that would be useful for this role is Trade Finance, Lending or Payments
• Experience and/or affinity to deliver results together with the IT engineers.
• Experience in implementation of a new target architecture/operating model would be beneficial
• Proven experience or strong affinity with the ING Agile Way of Working is a plus.
• Experience working in product delivery is a plus
• Excellent written and verbal English communication skills

The benefits of working with us at ING include:

• A competitive salary aligned with your skills and experience
• 13th month salary and 8% holiday allowance
• Individual Savings Contribution (BIS), 3.5% of your gross annual salary
• Flexible working hours and hybrid working options
• A mobility card: choose your mode of transport for commuting each day, with free public transport on weekends.
• Personal growth and challenging work with endless possibilities
• An informal working environment with a diverse group of innovative colleagues