At ING, Customer Journey Experts drive end‑to‑end improvements across journeys by combining deep customer empathy, data‑driven decision making, and cross‑functional collaboration. ING’s CJE role emphasizes bridging business and IT to deliver seamless omnichannel journeys and digitized customer experiences. As an AI Customer Journey Expert, you’ll extend this core CJE mission by identifying, designing, and delivering AI‑powered solutions—from generative AI chatbots to intelligent automation—aligned with ING’s responsible AI governance and “first nail it, then scale it” approach.

What you’ll do

1. Customer Journey Mapping & Opportunity Discovery: Map and analyze customer journeys end‑to‑end to identify friction, inefficiencies, and automation opportunities. Identify where AI (LLMs, NLP, chatbots, predictive models) can materially improve customer experience or operational efficiency.
2. AI Solution Design: Translate custom...