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. You will operate within ING’s 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 customer—consistent with ING’s innovation philosophy.

What you’ll do:

1. Customer Journey Mapping & Opportunity Discovery

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