Customer Journey Expert Payments

ING

Milan, Italy
Competitive base salaries; performance based bonus...
Hybrid
Master's degree in relevant field
3-5 years banking or financial services experience
Deep understanding of card payment dispute processes
The Customer Journey Expert acts as the customer experience gatekeeper ensuring dispute-related journeys are governed, customer-centric, and consistently managed across Business and Operations

Job Summary

  • The Customer Journey Expert acts as the customer experience gatekeeper ensuring dispute-related journeys are governed, customer-centric, and consistently managed across Business and Operations.
  • Key responsibilities include monitoring process performance, identifying pain points, and driving structured improvement initiatives while coordinating priorities with Cards, Payments, Fraud, Legal, and Compliance teams.
  • ING offers a fully flexible smart working model, competitive salaries with performance bonuses, and a diverse international environment focused on empowering employees to stay a step ahead.

Matching Summary

The Customer Journey Expert acts as the customer experience gatekeeper ensuring dispute-related journeys are governed, customer-centric, and consistently managed across Business and Operations.

Salary

Competitive base salaries; Performance based bonuses; Not specified

Skills & Requirements

Must-have

  • Master's degree in relevant field
  • 3-5 years banking or financial services experience
  • Deep understanding of card payment dispute processes
  • End-to-end process management in cross-functional environments
  • Strong stakeholder management and influencing skills

Nice-to-have

  • Experience working in international contexts
  • Fluent English language proficiency
  • Knowledge of fraud management domains
  • Ability to work under pressure with sensitive topics

Key Requirements

  • Master's degree required
  • 3-5 years experience in banking/financial services
  • Experience in cards, payments, or dispute/fraud management
  • Fluent in English

Work Rights

Not specified

Tailored Resume

Cover Letter