Customer Journey Expert (Channels)

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

Role Summary

Transaction Services (TS) is one of ING Wholesale Banking’s core business lines. We provide a broad range of payment and transaction-banking products and services to corporate and institutional clients worldwide. Our ambition is to deliver secure, reliable and competitive solutions that help our clients manage their day-to-day banking seamlessly across countries and channels.

Within TS, Delivery Management converts product strategy and client needs into high-quality, scalable solutions and services. We work globally with Commercial Product Management, Operations, Technology, Risk, Compliance, Legal and local market organisations.

This position is based in ING Hubs Türkiye in Istanbul and is embedded in the global Delivery Management Payments & Channels organisation.

As a Customer Journey Expert, you will join the Channels domain within Delivery Management Payments & Channels. Our channels enable corporate clients and Financial Institutions to access ING services, initiate and authorise transactions, exchange data and integrate their systems with ING through secure digital and connectivity solutions. You will independently own complex, end-to-end delivery outcomes across one or more channel propositions. You shape multi-stream roadmaps, translate strategic, client, regulatory and operational needs into scalable solutions, lead alignment across business and technology, and ensure that delivered capabilities achieve measurable client and business outcomes. You provide expert guidance to colleagues and stakeholders while safeguarding reliable operations, regulatory compliance and a consistent global client experience.

About You

• Master’s degree or equivalent level of thinking and working, supported by relevant professional experience.
• At least 5 years of relevant experience in product delivery, business analysis, customer journey management, digital banking, payments or financial services
• Proven 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 functional and user acceptance testing, issue and root-cause analysis, 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.
• Experience improving Agile delivery practices and coaching or providing professional guidance to colleagues in distributed international teams.
• Excellent written and verbal English, with the credibility to communicate, negotiate and facilitate decisions at management level across cultures and locations

Roles and Responsibilities

As a Customer Journey Expert

• 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.
• You report within the applicable hub structure and have a functional reporting line to the Product Delivery Lead FI & Channels in Amsterdam.
• You focus on complex delivery outcomes for one or more channel propositions, from discovery and prioritisation through implementation, adoption, performance monitoring and structural improvement.
• You execute delivery, challenge priorities and drive timely executive decisions across channel domain.
• You raise the capability of the wider organization through coaching, knowledge sharing, standards and improvements to delivery practices

Your key responsibilities

• Manage the translation of priorities into business and functional requirements, epics, features, acceptance criteria and test cases.
• Lead refinement and prioritisation with your team; evaluate feasibility, expose dependencies and risks, and recommend clear trade-offs and preferred approaches.
• Act as the bridge between business and technology by simplifying complexity, guiding design decisions and ensuring that solutions meet client, business, architectural and non-functional expectations.
• Drive stakeholder alignment across countries, business lines, technology and operations; surface trade-offs, resolve conflicting interests and secure decisions.
• Lead implementation, rollout and adoption for multi-country or multi-team changes, including readiness, stakeholder communication, migration or transition planning, documentation and sustainable handover to service and operations teams.
• Safeguard secure and reliable 24/7 operations by leading analysis of material incidents and recurring issues, driving root-cause resolution, control effectiveness and structural remediation across the value chain.
• Shape quarterly objectives and key results, provide evidence-based recommendations, and give Delivery Area leadership transparent insight into progress, outcomes, capacity, risks, trade-offs and decisions required.

Don't meet every single requirement? Don't let that hold you back. Studies show many talented professionals hesitate to apply unless they meet every qualification. If you're excited about this role and believe you can make an impact, we'd love to hear from you.

At ING Hubs Türkiye, we believe that your work should be fulfilling in every way. We pay attention to even the smallest details to ensure that your experience is rewarding.

Be Yourself, Be an ING'er

• Welcome Leave: Enjoy 14 days of welcome leave, even in your first year
• Self-driven career opportunities
• Challenging projects and continuous learning opportunities
• Flexible hybrid working model
• Remote working opportunities throughout August
• Training budget and Udemy partnership
• Global mobility and international career opportunities
• Comprehensive health insurance for you and your family
• Meal Card
• MultiSport Membership
• Innovation culture powered by PACE methodology
• Regular communication activities and celebrations

About ING

With 65,000 employees and operations in approximately 40 countries, there is no shortage of opportunities for people with initiative who want to help people take a step ahead in life and in business.

Do you want to work at the cutting edge of what's possible and at the same time ensure you work with integrity and hold the customer's interests at heart? Do you want to be surrounded by progressive, inspiring, diverse and supportive colleagues?

Then there is no better place to invest your talents than at ING. Join us.