Customer Journey Expert - OneApp Capabilities

Within the Global Digital & Assisted Channels tribe, we are on a mission to scale our digital channels across all markets with a best-in-class experience. Our OneApp Capabilities squad plays a crucial role in shaping the future of OneApp, the Mobile Banking platform that powers digital experiences across multiple ING countries.

We’re looking for a Customer Journey Expert (CJE) with a strong affinity for IT and digital delivery to help us bring OneApp capabilities to the next level. If you thrive in complexity, enjoy working with diverse stakeholders across the world, and are passionate about building scalable digital solutions, this might be your next challenge.

The team
The OneApp Capabilities squad is part of the OneApp & OneWeb Foundation product, which forms the core of ING’s global Mobile Banking app and Web channel. It supports digital banking services across multiple ING retail markets, including the Netherlands, Belgium, Italy, Romania, Australia, and Germany. Other product teams within our tribe (and across ING) build their features on top of these shared platforms.

As a CJE in the OneApp Capabilities squad, you’ll help define and deliver mobile capabilities that enable top-notch digital experiences across markets. The squad consists of 2 CJEs, 2 iOS engineers, and 2 Android engineers, working from Amsterdam and Brussels. Together, the team integrates ING’s scalable tech components into the app, ensuring reliable releases, high software quality, and the ability to scale our digital channels globally.

Role and responsibilities

• Act as the bridge between business, IT, and product teams to deliver app capabilities.
• Translate the voice of internal customers (product teams across countries) into clear, actionable requirements.
• Collaborate closely with other CJEs, developers, and architects (in and outside our tribe) to ensure seamless integration and delivery
• Manage complex stakeholder landscapes across multiple countries and domains.
• Contribute to the strategic direction of OneApp by identifying opportunities for scalable app capabilities.

About you

• 5 years of experience in digital product delivery (customer journey design or business analysis).
• Currently residing in the Netherlands.
• A tech-savvy mindset, you’re comfortable working closely with mobile and web engineers and (want to) understand technical concepts.
• Familiarity with Agile, Scrum, or PACE methodologies.
• Excellent stakeholder management skills, you can align diverse interests and drive decisions, and you work and communicate (written and verbal) in a structured way.
• Fluent in English, written and verbal.

Not sure if you meet every single requirement? At ING, we value diverse perspectives and experiences. If you’re excited about this role but your background doesn’t perfectly align with every qualification, we still encourage you to apply.

Ready to apply?
Do you want to shape the future of digital banking? Apply now and join a team that’s building the foundation for tomorrow’s digital experiences.

Procedure

Due to the holiday period, it may take a bit longer before you receive a response. Our selection process consists of multiple interview rounds, which we aim to be scheduled starting from 29 August 2025.

About us
Curious about how ING empowers people and businesses to move forward? Discover what we do and what we can offer you.