Customer Journey Expert - WB Lending Payments

At ING, we are transforming how lending and payments seamlessly work together to deliver end-to-end value for our Wholesale Banking clients. We are looking for a driven and delivery-focused Customer Journey Expert (CJE) to join the Payments Squad within the Lending Tribe , shaping scalable and future-proof payment and funding journeys. In this role, you will report to the Product Lead and play a key role in designing, delivering, and optimizing payment capabilities that support lending products. You will work at the intersection of Lending, Finance, and PSS, ensuring that payment flows are automated, compliant, and operationally robust.

As a Customer Journey Expert, you will: Report to the Product Lead Design and optimize end-to-end payment journeys supporting lending use cases Translate business needs into clear, executable user journeys and product features Collaborate with Product Managers and Engineers to deliver scalable and automated payment solutions Drive integration across systems (e.g. Lending platforms, PSS applications, and payment engines) Ensure solutions are compliant, controlled, and operationally efficient Support UAT, implementation, and go-live activities across multiple countries and stakeholders Identify process improvements to reduce manual intervention and enhance straight-through processing Align stakeholders across Lending, Operations, PSS, and Finance Promote “first time right” delivery through clarity, ownership, and strong documentation Act as a role model for ING’s Orange Code behaviors: take it on and make it happen, help others succeed, and always stay one step ahead

We hire for potential and impact. You are curious, hands-on, and thrive in a complex, cross-functional environment. You bring strong delivery focus and are comfortable navigating ambiguity while driving outcomes. This role requires a combination of payments knowledge, product thinking, and execution strength , with the ability to align multiple stakeholders and deliver tangible results. Skills and Experience we’re looking for: Experience in Lending or PSS domains Strong understanding of payment flows Proven ability to translate business requirements into product features and customer journeys Experience working with complex system landscapes and integrations Strong analytical and problem-solving skills Ability to drive delivery across multiple teams and stakeholders Excellent communication and stakeholder management skills A focus on automation, scalability, and operational efficiency Resilience and flexibility to manage competing priorities Ownership mindset with a strong drive for continuous improvement An AI-first mindset, leveraging data and automation to improve payment journeys

We want to make sure that it’s possible for you to strike the right balance between your career and your private life.

You will be part of a cross-functional squad within the Lending Tribe, focused on enabling frictionless payment journeys . Working closely with Product Managers, Engineers, PSS, Finance, Operations, and external stakeholders, you will help build scalable solutions across platforms such as LoanIQ, PI (Payment Engine of WB Lending, and payment processing systems within ING. The squad is responsible for embedding automation, reducing operational overhead, and ensuring payment flows are reliable, auditable, and aligned with regulatory and internal standards.

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