Customer Journey Expert - TFS

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.