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CTO Payments & Settlement Services (PSS) is looking for a Customer Journey Expert to strengthen the Payments Order Management capabilities in ING. The opportunity is linked to onboarding new volumes into PSS Global solutions and improving capabilities of services supported.
ING’s Payment and Settlement Services (“PSS”) is dedicated to develop and expand ING’s state of the art payments platforms and settlements services. PSS focusses on delivering payments and settlement services, meeting the expectations of ING’s business lines and beyond, whilst ensuring the basics: safe, secure, compliant, and reliable. The PSS is an independent unit within ING’s CTO domain, reporting directly into ING’s Chief Technology Officer.

Your role will be fully focused on OMaaP program, The CJE will be responsible for the order management functions when onboarding German business to the PSS target solutions and for defining the SEPA Direct Debit capability.

Responsibilities:
The Customer Journey Expert (CJE) will focus on the Order Management specific functions in the payment value chain. (S)He has the responsibility to ensure the correct business and functional definition of requirements for the Service Consumers – with a global usage perspective – challenging the solutions and ensuring that the details are properly document to support refinements with the development teams involved.
The CJE is responsible for the non-IT part of the delivery, taking care of COPAFTJ and ensuring and documenting assessments and decision making around the product/service introduction.
The CJE serves multiple services (products).
- You define detailed business requirements for the development of products/services according to the requirements raised by the service consumers, guarding the global usage of the functionalities. You support the objectives and plannings of the Country and Product Leads.
- You apply your experience in supporting to build and manage the products with an end-to-end mindset, including the needed COPAFTJ design and implementation and business operations and services. You work with Risk, Compliance & Legal stakeholders, to make sure our products and services comply with regulation and policies.
- You co-manage and prioritize the backlog at the level of user stories, derived from features; you support the development, implementation and communication of the roadmap.
• You are able to simplify solutions and processes and communicate clearly.
• You will share the responsibility to provide a differentiating experience for ING’s customers at optimal value and profitability for ING.
• Offering solutions by seamless integration into the value chain of our clients and by connecting it with other internal and external capabilities.
• Ensure our license to operate by secure and flawless 24/7 operations while ensuring regulatory compliance;
How to succeed – We are looking for: A colleague with a talent for taking it on and making it happen, enthusiasm for helping others to be successful and known for always being a step ahead. In other words, you strive to bring fresh ideas to life and embrace challenges in a fast changing and complex environment. You are a naturally collaborative person who listens and invests in others to achieve common goals.

Requirements:
- A Master or Bachelor degree
- 3+ years of relevant experience
- Experience with working in projects and/or programs is a must have
- Experience with migration activities and managing stakeholders is a must have
- Experience in banking and payments is a must have

Who are you?
- A high level of organization is key, as well as eye for detail in capturing risk information and following up on actions
- Structured person and excellent in administration and documenting complex risk related information
- You are an energetic, pro-active thinker, motivating person who can work as part of a multidisciplinary team and who can also work independently, think and act out of the box and take accountability.
- You are naturally a collaborative person who listens and invests in others to achieve common goals
- You are excellent in capturing information, drive that forward and while doing so are resilient and focused
- You love to challenge the status quo and are eager to propose solutions to problems
- Fluent in English (verbally and written), Dutch is a real plus
- Possess strong analytical skills and takes decisions based on data and facts
- Able to simplify solutions and processes and tell the story clearly, structured and convincing
- Strong social and communication skills; you are comfortable with collaboration and reaching out across Tribes and functional boarders and serve as liaison when needed.
- You are creative and an out-of-the box thinker, proactive, who likes to work in a multidisciplinary team in an agile environment
- Able to take it on and make it happen: realization skills and work under pressure if the situation requires it.
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