Customer Journey Expert – Digital Business Banking Channels

About the role

As a Senior Customer Journey Expert you will ensure an excellent digital experience for ING’s business banking customers. You will stay abreast of digital trends, understand complex B2B channel needs, and help shape the future of our digital business banking journeys.

Key responsibilities

• Analyse current customer journeys, identify gaps and propose new features or improvements.
• Translate requirements into detailed “to‑be” journeys, business analysis and testing plans.
• Support the Squad Master (Product Owner) in prioritising the backlog, coordinating multiple squads and delivering features in an Agile environment.
• Conduct User Acceptance Testing, oversee releases and monitor journey performance and reliability.
• Participate in incident resolution and risk management following ING’s risk framework.
• Prepare Quarterly Business Reviews in collaboration with the Product Owner and Product Lead.

Required profile

• Proactive and able to work autonomously.
• Excellent stakeholder management and communication skills across complex organisational structures.
• Strong project‑management experience with a structured delivery approach.
• Analytical mindset with the ability to interpret data and uncover customer insights.
• Minimum 6 years of IT experience, including at least 3 years in digital channels within a B2B environment.
• Flexibility to work across different squads and adapt quickly to new challenges.

Required skills

What we offer

• Opportunity to work in a leading international bank with a strong digital focus.
• Hybrid work model (50 % remote).
• Collaborative, Agile environment with continuous learning opportunities.