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Customer Journey Expert

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ING

16d ago

  • Job
    Full-time
    Mid Level
  • IT & Cybersecurity
    Business, Operations & Strategy
  • Manila
  • Quick Apply

AI generated summary

  • You have a Bachelor's degree, 3+ years in process improvement, KYC knowledge, operational CDD experience, project management skills, and are tech-savvy with a focus on effective team collaboration.
  • You will analyze data, define and refine processes, guide testing activities, ensure user stories are delivered, and keep stakeholders informed of progress and challenges.

Requirements

  • We are looking for an enthusiastic, eager Customer Journey Expert who proactively makes processes more effective, customer-friendly, and efficient, who excels in stakeholder management and has an affinity with KYC.
  • You help validate if (newly developed) functionality meets user story acceptance criteria / business requirements
  • Effective communication of feedback on operational and practical applicability of tooling and process functionality
  • Proficient and knowledgeable on WB KYC policies and WPIs
  • Preferred background: first hand operational experience as a WB CDD analyst
  • Tech savvy, curious to try out new tooling and processes
  • You have experience in running test scripts and test execution
  • You have prior experience in project management and tracking of milestone
  • You find it important to deliver the best performance every day in your work. You are naturally curious and want to know the bottom line.
  • You work in a structured way, and you have a personality with which you inspire colleagues to realize concrete improvements.
  • You are proactive, enjoy working together in a team and know how to distinguish main issues from side issues.
  • You have completed at least a Bachelor’s Degree, and
  • you have at least 3 years of demonstrable relevant work experience in the field of process improvement in the financial sector.
  • Experience working with applications/products that delivers to end users/clients
  • Knowledge of the IT landscape is also appreciated.

Responsibilities

  • As a BA & Functional Tester (also known as Customer Journey Expert) you are part of the Product Group – within the Wholesale Banking CDD Delivery Team. The product team consists of multidisciplinary squads of 6 to 15 people, both Business Process Analysts and IT engineers. Within the area you are responsible for delivering digital KYC Customer Interaction solutions that will contribute to a more efficient execution of the KYC processes and an improve the CX of the customer.
  • You will be in close contact with for example the Policy team, Compliance, and Product Tribes to define new processes or enhancements to existing processes. You collect and analyze data together with your colleagues from the Data & MI area. You will clearly define the solution and refine the relevant features and user stories together with your IT colleagues. As a Functional Tester, you make sure the refined user stories are delivered by all relevant parties in accordance with the committed planning.
  • You are responsible for guiding and executing the needed test activities, delivering the required risk documentation, and implement the changes. Along the way you will keep all stakeholders informed of planning and possible impediments.

FAQs

What is the role of a Customer Journey Expert in Global KYC?

The Customer Journey Expert, functioning as a Business Analyst and Functional Tester, is responsible for delivering digital KYC Customer Interaction solutions, enhancing KYC processes, and improving customer experience within the Wholesale Banking CDD Delivery Team.

What qualifications are required for this position?

Candidates should have at least a Bachelor’s Degree and a minimum of 3 years of demonstrable relevant work experience in process improvement in the financial sector.

Is prior experience in KYC operations necessary for this role?

Yes, a preferred background includes first-hand operational experience as a Wholesale Banking CDD analyst.

How important is stakeholder management in this role?

Stakeholder management is crucial, as the Customer Journey Expert will be communicating with various teams including Policy, Compliance, and Product Tribes to define and enhance processes.

What are the main responsibilities of a Customer Journey Expert?

Main responsibilities include collecting and analyzing data, defining solutions and refining user stories, guiding test activities, and ensuring effective communication with stakeholders throughout the process.

Is experience with project management required for this position?

Yes, candidates should have prior experience in project management and tracking milestones.

What skills are sought after for this job?

Ideal candidates should be tech-savvy, curious about new tools and processes, structured in their work, proactive, and able to inspire colleagues toward improvements.

How does the company view learning and development?

The company encourages a culture of curiosity and continuous learning, supporting employees in their development to become even better professionals.

Will I need to communicate feedback on tooling and processes?

Yes, effective communication of feedback regarding the operational and practical applicability of tools and process functionality is a key part of the role.

Is knowledge of the IT landscape considered beneficial?

Yes, having knowledge of the IT landscape is appreciated and can enhance the effectiveness of the role.

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ING

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.