Chapter Lead Customer Journey Expert (Fintech)

TL;DR

Chapter Lead Customer Journey Expert (Fintech): Leading the delivery of international payment services and onboarding processes with an accent on stakeholder management and cross-domain analysis. Focus on mentoring a team of specialists, optimizing customer journeys for payments, and driving strategic alignment between business and IT.

Location: Bucharest, Romania

Company

hirify.global Romania provides a wide range of software development, data management, and operational services to 24 ING units worldwide.

What you will do

• Lead the delivery of change initiatives for International Payments, combining market knowledge and business expertise.
• Act as the primary interface between customers, operations, IT, and risk management to solve complex technical and process challenges.
• Manage and mentor a team of Customer Journey Experts, overseeing their professional development and performance evaluations.
• Facilitate the release and testing processes through impact assessments and user sign-offs.
• Drive the growth of the CJE community and collaborate with other Chapter and IT Area Leads to improve process maturity.
• Manage recruitment, onboarding, and retention of top talent for the chapter.

Requirements

• Experience in program or project management specifically within the Payments domain.
• Proven track record in product and service management processes.
• 2+ years of experience in people management.
• Bachelor's or Master's degree.
• Excellent proficiency in English.

Nice to have

• Experience working with nearshore or offshore teams.

Culture & Benefits

• Flexible way of working within a highly collaborative environment.
• Culture of fair and constructive feedback and professional growth.
• Opportunity to work in a cross-border team (Amsterdam, Bucharest).
• Agile/Scrum oriented working environment.
• Focus on creating impactful, innovative solutions.