Senior Customer Journey Expert (E2E Product)

ING provides banking services and complex financing solutions to companies globally. To provide a safe banking environment for our customers, ING must comply with global Anti-Money Laundering (AML) regulations including maintaining robust Know Your Customer (KYC) controls. All KYC related domains work closely together to form the Global Financial Crime & Fraud Prevention (FCFP) organisation, to further the effective and efficient management of ING’s Financial Economic Crime (FEC) risks by establishing shared standardized guidance, technology, and operational processing.

The Customer Due Diligence (CDD) and KYC Control domain ensures that ING has a state-of-the-art CDD practice in place, that adeptly manages both CDD risk & operations as well as overall KYC risk for Retail & Wholesale banking across countries. This includes defining the CDD Target Operating Model, comprising all AML/ KYC related policies and implementing it as a global standard across the world and conducting oversight of bank wide CDD business as usual (BAU) activities, including operational execution across Retail and Wholesale (service ownership).

Purpose of the job

Within the WB FCP Transformation team we are looking for a colleague in the role of “Senior Customer Journey Expert” working closely with the Strategic Tooling lead in designing and tracks customer journeys and creates and delivers of relevant tools taking decisions based on customer data, being responsible for business outcomes, and coordinates with relevant internal and/or external stakeholders, in order to design new and continuously improve existing customer experiences.

Your key responsibilities

As a Senior Customer Journey Expert you:

• Are Owner / SPOC for (1-2) tools in the portfolio.
• Responsible for operational performance, risk management, incremental development.
• Analyze and follow-up on roadmap execution, value delivery, issue management.
• Keep required risk sign-offs up-to-date, prepare service review meetings.
• Assess functionality needed for country rollout / source addition / scope increase, i.e. on Epic level.
• Determine – in consultation with your Strategic Product Lead, Tribe Lead and Operation Leads – the features and users stories that improve the customer & employee experience and support in prioritizing the backlog of the Tribe.
• Define business requirements for the development of services and play a supporting role in the QBR.
• Drive product level functionality development with tooling team(s).
• You act as delegated counterpart for: development teams of own tools, Product teams of internal products (i.e. KYCO), external vendor products.
• Drive process-experience development in collaboration with tooling team(s)/content teams.

We are looking for

Besides the qualities that are described in ING’s Orange Code, you are an inspiring, approachable candidate and pioneer of the cross-border culture, displaying the following behaviours:

• Ability to take responsibility to increase the customer & employee experience and WB CDD process performance by applying customer journeys based on facts and data.
• Ensure compliance with ING’s policies and standards.
• Managerial courage to question colleagues across the value chain.
• Ability to think out of the box and drive innovation.
• Focus on delivery through collaboration, ability to bring people together to work towards the same purpose. You like to connect people and clear communication is a matter-of-course for you.
• Strong resilience; ability to navigate through ambiguity and simplify complexity without losing essence.
• You get energy from working on concrete and tangible results in a complex and continuously changing environment.

Proven track record and skills required

• You have an academic or master’s degree.
• Over 3 to 6 years of a proven track record at working with customers and designing customer journeys or in CDD operations.
• Experience in guiding and realising change in international roles.
• Personality and the capabilities to optimally function within an Agile environment.
• Analytically strong and make decisions based on data and facts.
• Creative, innovative and strategic thinker with an eye for detail.
• Communicative and organisational strong, you actively ask for feedback, but you also give constructive feedback on the work of others.
• You know how to manage various stakeholders and are organisation-sensitive.
• You are curious, have a clear vision of your field and the ambition to continue to develop yourself professionally as well as personally.
• Profound knowledge of Excel and PowerPoint.
• Fluent in English.

Wage (gross)

• 4 100 EUR/month
• *By legal requirement we are providing the information about the basic wage component (minimum salary) for the advertised position. Based on your experience/profile, the final financial conditions will be the subject to discuss and negotiate at the personal interview, however, not less than above mentioned minimum salary component.