Customer Journey Expert - TFS

About this role

About the Team

Trade Financial Services (TFS) is a core business line within ING Wholesale Banking. We provide financial security products including Bank Guarantees, Letters of Credit, and Documentary Collections to corporate and institutional clients worldwide.

As a Customer Journey Expert, you will help strengthen and future-proof the TFS back-end landscape, with a particular focus on payments, TI+, and the ING/PSS domain. You will translate business and operational requirements into practical solutions that create value for customers while ensuring secure, compliant, and efficient operations.

What You'll Do

As part of a collaborative Agile environment, you will:

• Drive improvements to TFS back-end capabilities supporting global trade finance products.
• Translate business and operational requirements into clear functional specifications and user stories.
• Coordinate end-to-end delivery initiatives, from requirements gathering through testing and implementation.
• Bridge business and technology teams to ensure solutions meet customer, operational, and regulatory needs.
• Build expertise in trade finance customer journeys, payment processing, and back-end banking systems.
• Support User Acceptance Testing (UAT) and ensure successful implementation of new functionality.
• Work closely with Operations, IT, Product, PSS, and external vendors to deliver high-quality solutions.
• Identify opportunities for process optimization using operational insights, customer feedback, and data analysis.
• Contribute to stable, secure, and compliant banking operations.

What We're Looking For

We're looking for a motivated professional who combines business understanding, analytical thinking, and delivery excellence.

Required Qualifications

• Bachelor's or Master's degree.
• At least 3 years of relevant professional experience.
• Experience in payments, trade finance, banking operations, or product delivery.
• Strong stakeholder management and communication skills.
• Experience working with cross-functional teams including IT engineers, business analysts, and operations teams.
• Excellent verbal and written English communication skills.

Preferred Knowledge & Experience

• Knowledge of payment processing within ING, particularly within the PSS domain.
• Understanding of payment messaging and infrastructure, including:
• SWIFT
• ISO 20022
• Payment routing
• Loro and Nostro accounts
• ISA account structures
• Experience with TI+ or comparable banking back-end platforms.
• Agile delivery experience.
• Project management or change delivery experience within banking or financial services.

Who You Are

You are:

• Customer-focused and solution-oriented.
• Curious and eager to continuously learn and develop.
• Comfortable navigating complexity and ambiguity.
• Analytical, structured, and capable of transforming complex challenges into practical solutions.
• Proactive, resilient, and able to take ownership.
• A collaborative professional who values teamwork and open communication.
• Passionate about driving meaningful change and improving customer experiences.