Customer Journey Expert Payments

The Customer Journey Expert (CJE) – Dispute Management & Disallowance acts as the customer experience gatekeeper for dispute management and disallowance across cards and payments. The role ensures that dispute‑related journeys are properly governed, customer‑centric, and consistently managed across Business and Operations.

The CJE holds accountability for the definition, management, and evolution of dispute and disallowance processes across the value chain, working closely with Cards, Payments, Operations, Customer Service, Fraud, Legal, and Compliance. The primary objective is to establish a sustainable and well‑governed setup, ensuring clear ownership, prioritization, and cross‑functional coordination.

Key Responsibilities:

• Act as customer experience gatekeeper for dispute management and disallowance across cards and payments
• Ensure consistent customer‑centric design and execution of dispute journeys across Business and Operations
• Monitor process performance, customer impacts, operational KPIs, and regulatory requirements related to disputes
• Identify pain points, inefficiencies, and risks, and drive structured improvement initiatives
• Coordinate priorities with Cards, Payments, Operations, Customer Service, Fraud, Legal, and Compliance
• Support decision‑making on dispute process changes
• Represent dispute management topics in cross‑functional forums and at local or Group level when required
• Contribute to adjacent business/ COO cross domain topics (e.g. fraud management), leveraging similar end‑to‑end ownership principles

Qualifications and Skills:

• Master’s degree
• 3-5 years’ experience in banking or financial services, preferably in cards, payments, or dispute/fraud management
• Solid understanding of card and payment dispute processes, operational flows, and customer impacts
• Strong ability to manage end‑to‑end processes in complex, cross‑functional environments
• Structured, detail‑oriented, and risk‑aware mindset
• Strong stakeholder management, communication, and influencing skills
• Ability to analyse data and translate insights into concrete improvement actions
• Customer‑centric approach with attention to regulatory and operational constraints
• Ability to work under pressure and manage sensitive topics
• Fluent in English
• Experience working in cross‑functional and international contexts is a plus

Working conditions: Full Time

Duration: Permanent

Location: Milan (hybrid) 

About ING

ING offers many opportunities to build a diverse and rewarding career. You will be joining an international innovative digital bank, the first in Italy to adopt a fully flexible smart working model, and you will be working in a stimulating environment where you can grow both as an individual and as a professional. Our purpose - empowering people to stay a step ahead in life and in business - represents our belief in people’s potential. We don’t judge, coach or to tell people how to live their lives. We empower people and businesses to realize their own vision for a better future.
#doyourthing is our brand direction with us each and every day. It is how we articulate our purpose and our promise to make banking frictionless to the world.
‘do your thing’ is about people being free to live the life they want to live, knowing that they will make their world a little better for it.
Do you think you are "a step ahead"? Apply now!
 

The benefits of joining ING

In addition to being a part of a great team, working in a fun and innovative environment, we offer:

• Super flexible smart working

• Competitive base salaries and performance based bonuses

• Diverse cultures & Innovative mindsets

• International Environment

• Commitment to sustainability

• Lots of training development opportunities to help you grow

• Lots of moments dedicated to physical and mental well-being

• A special day off when it is your birthday: we call it #doyourbirthday!

• And of course we can’t forget: free water & coffee at the office! 

Our Commitment

Diversity is a fundamental element of our corporate culture, and we are fully committed to creating a safe and inclusive environment, based on mutual respect and the value of diversity, offering equal job opportunities to all qualified candidates.

Job Application Safety Reminder ⚠️

We’re seeing an increase in fraudulent job offers. To protect yourself, please follow these key guidelines when applying for roles at ING:

• Apply only via official ING platforms: ING uses Workday as its internal recruitment system. Applications should be submitted only via our official career site.

• Check the sender’s email carefully: legitimate communication will always come from: @ing.com and/or @myworkday.com

• No payments or banking details will ever be requested. If someone asks for this information, it’s a scam.

If you suspect suspicious activity, report it immediately. Your safety matters to us.