Customer Journey Expert - Payments Optimisation

About the role

ING is looking for a Customer Journey Expert to understand why customers contact it during payment journeys and to identify ways to make those experiences simpler. The role combines customer insights, data analysis and stakeholder collaboration to find friction points and drive improvements that reduce customer effort. It suits someone with experience across payments, transaction accounts, mortgages, credit cards or broader retail banking products.

Key responsibilities

• Analyse customer contact drivers across payment journeys to understand why customers need support and identify ways to reduce customer effort.
• Use customer, operational and performance data to uncover trends, root causes and improvement opportunities.
• Partner with stakeholders across Product, Operations, Customer Experience, Risk and Contact Centre teams to drive positive change.
• Facilitate customer journey and process mapping activities to identify friction points and prioritise enhancements.
• Design and champion solutions across communications, processes and customer experiences that simplify banking and improve outcomes.

Required profile

• Experience in Customer Journey, Business Analysis, Product Management or a similar role within retail banking or financial services.
• Knowledge of retail banking products and customer journeys across payments, transaction accounts, mortgages, credit cards or customer servicing.
• Proven analytical and problem-solving capability, able to turn insights into practical recommendations.
• Excellent stakeholder management skills and the ability to influence across a broad range of business areas.

Required skills

• Customer journey mapping and process mapping.
• Documenting business requirements.
• Use of tools such as Microsoft Copilot to uncover insights.

What we offer

• Discounted ING Health Insurance.
• An additional rest day to support wellbeing.
• An IMPACT day to volunteer on approved sustainability activity.

Applications close on Thursday 19 November. ING uses a direct talent sourcing model, so no agency introductions are accepted.