Customer Journey Expert - TFS

Job description

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.