JOB INFORMATION

Date Opened
08/25/2025
Industry
Banking
Salary
€ 3.660,28 - € 5.632,50
Job Type
Temporary
Work Experience
4-5 years
City
Amsterdam
State/Province
North-Holland
Country
Netherlands
Zip/Postal Code
1102 CT

JOB DESCRIPTION

We’re supporting ING in their search for an experienced Customer Journey Expert (CJE) to strengthen the App & Web Foundation team. This team plays a central role in optimizing the digital customer experience for millions of ING clients. The CJE will work closely with a Product Owner and four Front-End Developers to design, improve, and deliver customer journeys across ING’s mobile and web platforms.
This is a temporary assignment of at least six months to cover an employee currently in a reintegration phase.

EXPERIENCE AND SKILLS:

• Proven track record in stakeholder management within complex environments.
• Strong experience writing user stories, refining requirements, and backlog grooming.
• Solid understanding of process design and optimization.
• Experience with customer journey mapping, design thinking, or service design.
• IT background – ability to collaborate effectively with developers and tech leads.
• Hands-on exposure to mobile app (front-end) environments is strongly preferred.
• Experience in the banking or financial services domain is a plus.
• Familiarity with tools such as Jira, Confluence, Figma, and analytics tools is a bonus.

KEY RESPONSIBILITIES:

• Collaborate with internal stakeholders across product, tech, and design to map and improve customer journeys.
• Create and refine user stories, ensuring clear requirements for development teams.
• Drive process optimization and continuous improvement across digital channels.
• Translate customer needs and business goals into functional and design deliverables.
• Facilitate design and implementation of new front-end features for the ING app and website.
• Contribute to release readiness, including coordination and documentation.
• Act as a bridge between IT and business, ensuring solutions are feasible and user-focused.

WHY THIS ROLE?

• High-visibility position in a strategic digital experience team.
• Work on ING’s core app and web platforms.
• Join a highly collaborative environment at one of Europe’s leading banks.
• Flexible hybrid setup with 2 on-site days per week.
• Immediate impact in a team currently understaffed due to reintegration.