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Customer Journey Expert

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ING

11d ago

  • Job
    Full-time
    Senior Level
  • Data
    Business, Operations & Strategy
  • Manila
  • Quick Apply

AI generated summary

  • You have 5-7+ years in KYC, data governance, and analytics, with SQL skills. Strong communication, stakeholder management, and adaptability in multicultural environments are essential.
  • You ensure data quality as a steward, providing insights through reports, redesigning rules, and collaborating with stakeholders to enhance KYC processes and support decision-making.

Requirements

  • Experience and knowledge of KYC processes (transaction knowledge, alert handling, compliance experience)
  • Support customer-oriented actions using data driven analysis
  • You are hands-on and you are able to create dashboard using complex SQL queries
  • Between 5 to 7+ years of relevant work experience
  • You understand data architecture and data quality frameworks
  • You have a track record in data governance, data ownership, metadata, GRDM, lineage
  • You have experience with implementing Data Management Process Control Standard
  • Strong understanding of data structures and model development
  • Data warehouse concepts and data modelling techniques
  • Great communication skills and stakeholder management and shows resilience
  • You have strong analytical skills and
  • You have affinity with the use of different IT tools
  • Excellent in English
  • You are proactive, energetic, creative and an out-of-the box thinker who likes to work in a multidisciplinary team in an agile environment and who can also work independently and take accountability.
  • You stimulate interaction and alignment between people, Tribes, Squads and Chapters
  • You give and ask for constructive feedback
  • Ability to take responsibility, and deliver realizations based on facts and data
  • You are Internationally oriented and can easily work in a multicultural environment

Responsibilities

  • As a Business Analysts, with focus on data quality, you have different roles: you act as Data Steward, you are responsible for the Data Governance within the Tribe and you are the person to go in case of Data Quality related questions to help the business.
  • This means that you are the data pivot to provide information and insights about the Data Quality of the KYC processes through reports and dashboards. This will help the business to be aware of the quality of their data points and pro-active improve their processes. Based on your findings, you (re-) design data quality rules and you make sure that proper follow-up by the various squads is done in terms of structural solutions.
  • You work in a complex stakeholder environment, you work together with Data Management, Global KYC, KYC NL, CDO, and many other stakeholders. You control all facets to convey the right message from (complex) data to support decision making.
  • An example of this is continuous monitoring of data mapping in various processes and/or systems. A trigger for the prioritization of such items could be the further automation of processing data elements for KYC processes, like the deduplication of records. And you do that by unlocking data from multiple sources, merging it and rendering it in tables, visualizations and action-oriented worklists for remediation efforts.

FAQs

What is the main purpose of the KYC Services Tribe?

The main purpose of the KYC Services Tribe is to minimize the risk of ING becoming involved in money laundering, terrorist financing, or other reputational risks through various KYC processes such as customer onboarding, periodic reviews, name screening, and monitoring.

What are the primary responsibilities of a Customer Journey Expert in this role?

The primary responsibilities include acting as a Data Steward, overseeing Data Governance within the Tribe, providing insights on Data Quality through reports and dashboards, redesigning data quality rules, and ensuring follow-up on data-related issues by various squads.

What qualifications are required for this position?

The position requires 5 to 7+ years of relevant work experience, knowledge of KYC processes, experience with data governance frameworks, strong analytical skills, understanding of data architecture, and the ability to create dashboards using complex SQL queries.

What kind of environment will I be working in?

You will be working in a complex stakeholder environment that involves collaboration with various teams, including Data Management, Global KYC, and KYC NL, within a multidisciplinary and agile setting.

Is experience with IT tools important for this role?

Yes, having an affinity for the use of different IT tools is important, along with strong analytical skills and the capacity to create actionable insights from data.

What languages are necessary for this position?

Excellent proficiency in English is required for effective communication with international and multicultural teams.

What personal attributes are valued for this role?

We value proactivity, energy, creativity, resilience, and the ability to work both independently and collaboratively in a team. Candidates should be able to give and receive constructive feedback and stimulate interaction among stakeholders.

How important is stakeholder management in this position?

Strong stakeholder management skills are crucial, as the role involves managing relationships with various teams and communicating complex data insights to support decision-making.

What should I expect in terms of professional development in this role?

You can expect support for continuous learning and development, with encouragement to take on responsibilities and contribute to tangible results within the KYC services.

Is international experience or cultural adaptability important for this job?

Yes, being internationally oriented and having the ability to work effectively in a multicultural environment is an essential aspect of this role.

Empowering people to stay a step ahead in life and in business.

Finance
Industry
10,001+
Employees
1991
Founded Year

Mission & Purpose

ING is a pioneer in digital banking and on the forefront being one of the most innovative banks in the world. As ING we have a clear purpose that represents our conviction of people’s potential. We don’t judge, coach, or to tell people how to live their lives. However big or small, modest or grand, we empower people and businesses to realize their vision for a better future. We made the promise to make banking frictionless, removing barriers to progress, and make people confident in their financial decisions. As a global bank we have a huge opportunity – and responsibility – to make an impact for the better. We can play a role by financing change, sharing knowledge, and innovating. Being sustainable is in all the choices we make—as a lender, as a partner and through the services we offer our customers.