Channel Delivery & Customer Journey Expert (Hybrid)

ING Hubs Türkiye; Fatih; Hybrid; TRY 450,000 - 750,000; Full time

Benefits offered by this job

Welcome Leave

Self-driven career opportunities

Challenging projects and continuous学习?

Job summary

ING Hubs Türkiye in Istanbul is seeking a Customer Journey Expert to own complex, end-to-end delivery across one or more channel propositions. You will shape multi-stream roadmaps, translate strategic and regulatory needs into scalable solutions, and ensure compliant, reliable operations across global teams.

You will collaborate with colleagues in the Netherlands and other ING locations, guide stakeholders, and drive delivery excellence in digital banking and payment journeys.

Qualifications

• Master’s degree or equivalent level of thinking and working.
• At least 5 years of relevant experience in product delivery, business analysis, customer journey management, digital banking, payments or financial services.
• Ability to work independently, advise stakeholders and guide colleagues through complex analysis, prioritisation, design and delivery decisions.
• Demonstrable experience owning multi-stream or cross-team delivery from discovery and roadmap shaping through build, testing, rollout, adoption and performance improvement.
• Strong experience in testing, operational readiness, control evidence and delivery documentation.
• Strong expertise in transaction banking, digital channels, APIs, reporting or payment journeys.
• Analytical, data-driven decision-making, stakeholder-influencing and change-management capabilities.
• Excellent written and verbal English.

Responsibilities

• You are a member of a global, multidisciplinary delivery team and work from ING Hubs Türkiye in close collaboration with colleagues in the Netherlands and other ING locations.
• Report within the hub structure and have a functional reporting line to the Product Delivery Lead FI & Channels in Amsterdam.
• Focus on complex delivery outcomes for one or more channel propositions, from discovery through implementation and adoption.
• Execute delivery, challenge priorities and drive timely executive decisions across channel domain.
• Raise the capability of the wider organization through coaching and standards.
• Translate priorities into business and functional requirements, epics, features, acceptance criteria and test cases.
• Lead refinement and prioritisation with your team; evaluate feasibility, expose risks, and recommend approaches.
• Bridge between business and technology by simplifying complexity and guiding design decisions.
• Drive stakeholder alignment across countries, business lines, technology and operations.
• Lead implementation, rollout and adoption for multi-country changes, including readiness and documentation.
• Safeguard 24/7 operations by analyzing incidents and driving root-cause resolution.
• Shape quarterly objectives and provide transparent progress insights to Delivery Area leadership.

Skills

Product delivery

Business analysis

Customer journey management

Digital banking

Payments

Independent worker

Stakeholder management

Agile delivery

English proficiency

Education

Master’s degree

Job description

ING Hubs Türkiye in Istanbul is seeking a Customer Journey Expert to own complex, end-to-end delivery across one or more channel propositions. You will shape multi-stream roadmaps, translate strategic and regulatory needs into scalable solutions, and ensure compliant, reliable operations across global teams.

You will collaborate with colleagues in the Netherlands and other ING locations, guide stakeholders, and drive delivery excellence in digital banking and payment journeys.