At ING, Customer Journey Experts drive endtoend improvements across journeys by combining deep customer empathy, datadriven decision making, and crossfunctional collaboration. INGs CJE role emphasizes bridging business and IT to deliver seamless omnichannel journeys and digitized customer experiences. As an AI Customer Journey Expert, youll extend this core CJE mission by identifying, designing, and delivering AIpowered solutionsfrom generative AI chatbots to intelligent automationaligned with INGs responsible AI governance and first nail it, then scale it approach.

You will operate within INGs Agile structure of Squads and Tribes, collaborating with data scientists, engineers, UX, operations, and risk to ensure AI is built safely, responsibly, and close to the customerconsistent with INGs innovation philosophy.

What you'll do:

1. Customer Journey Mapping & Opportunity Discovery

• Map and analyze customer journeys endtoend to identify friction, inefficiencies, and automation opportunitiescore CJE responsibilities across ING.

• Identify where AI (LLMs, NLP, chatbots, predictive models) can materially improve customer experience or operational efficiency.

2. AI Solution

• Translate customer problems into clear AI use cases: e.g., enhanced chat & voice interactions, intelligent routing, document automation, journey personalization.

• Work with data scientists and IT engineers to design safe, secure, and compliant AI workflowsdirectly reflecting INGs emphasis on responsible AI and risk frameworks. Define user stories, acceptance criteria, and model guardrails consistent with Generative AI governance at ING.

• Design conversation flows and fallback mechanisms for AI-driven interactions, following INGs chatbot development learnings.

• Communicate value, risks, and limitations of AI solutions to business, tech, and compliance stakeholders.

3. Delivery Within INGs Agile Structure

• Work as part of a Squad, contributing to sprint planning, refinement, and delivery in close collaboration with IT, Data, Operations, and Risk.

• Validate AI features through iterative testing, rapid experimentation, and PACEstyle MVPs.

• Support controlled rollout of AI solutions, mirroring INGs approach to safe deployment of generative AI (e.g., testing with 10% of users).

• Ensure journey improvements comply with NonFinancial Risk (NFR), RCSA, IT risk, and regulatory standardscore CJE responsibilities.

4. Monitoring, Optimization & Scaling

• Monitor AI performance using INGs first nail it, then scale it principle for model rollout and value realization.

• Evaluate customer feedback, operational metrics, and risk indicators to refine and optimize AI solutions.

Who are you?

• You speak up and advocate for our interests - even when they conflict with othersand youre not afraid to initiate difficult but necessary conversations.

• You are results-driven and decisive. You take ownership, follow through, and make things happen. Decisiveness is one of your key strengths.

• You step up, even outside your comfort zone. Youre not afraid to tackle challenges head-on, demonstrating resilience and a strong sense of responsibility.

• You know how to structure projects, you understand where to start and are able to implement changes successfully end to end.

• You have an eye for organizational sensitivity, you are able to understand what the different interests are, can relate things to each other and are able to manage them.

Required Skills & Qualifications

• Ability to bridge business and IT, translating user needs into technical requirements.

• Understanding of LLMs, NLP, machine learning concepts, or automation workflows.

• Prior experience with chatbots, GenAI tools (e.g., Microsoft 365 Copilot), or data-driven decision automation preferredmirroring INGs internal AI adoption.

• Awareness of AI risks, data privacy, and regulatory constraints in banking.

Experience:

• 37 years in customer journey, business analysis, digital product development, or operations.

• Experience in banking, financial services, or highly regulated industries is preferred.

• Experience with AI transformations or automation initiatives.

• Experience collaborating with data scientists, engineers, or risk functions.