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Senior Customer Journey Expert – KYC Interactions

  • ING Group
Brussels, Belgium
  • ING Group
Brussels, Belgium


Money laundering, Tax evasion, Financial & Economic Crime (FEC) as a whole is affecting directly our economy & social welfare, by distorting prices, stimulating (cyber)crime, diverting resources to sterile sectors, weakening economic & social policies... Huge amounts of dirty money are still circling around us and criminals are looking for any opportunity to recycle the profits of their crimes through the financial sector.

ING plays a key role in the fight against FEC. Because we are a top European bank, and we are expected to play a leading role. Because we want to fight efficiently the financial crime to support our purpose to empower honest people to stay a step ahead in life & business.

As a Customer Journey Expert (CJE) for KYC Services Tribe, it is your responsibility to ensure efficient and customer-oriented processes as well as the time-to-market of new solutions, by leveraging on innovation, smart data and taking all regulatory requirements and hazards into consideration. Our tribe is organized into two product areas: Customer Due Diligence and Screening & Transaction Monitoring.

The KYC Interactions squad owns the delivery roadmap of KYC to digitize our interactions journeys with clients and product tribes. It brings our strong link into the Route24 priorities. The managed journeys cover both onboarding and in life events during the relationship, up-to the offboarding journey.

The squad also steers the development and implementation of our strategic roadmap to leverage on external data and reliable sources. In this area we work on several innovative initiatives, like KUBE.


You are E2E owner of KYC processes

  • You build and continuously improve E2E processes related to Customer Due Diligence (CDD);

  • You take the responsibility for one or several projects and lead the interactions within the KYC tribe as well as the coordination with other tribes or stakeholders;

  • You identify potential gaps between our current processes and the regulatory requirements. You implement appropriate solutions;

  • You ensure that risk mitigating actions are implemented within deadline.

You build a smooth KYC journey

  • You gain a profound understanding of the regulatory framework, our customers and our colleagues, you ensure that KYC processes are supported, digitized and automated via adequate IT tooling and the data they use. In close collaboration with our IT and data management colleagues you contribute to optimizing the efficiency of our KYC journeys;

  • You implement the strategy based on ING’s priorities and safeguard a smooth KYC journey;

  • You collect insights from colleagues & customers to design and implement new efficient processes;

  • You participate actively and take initiatives to improve the collaboration between senior management, global and local experts;

  • You leverage the way of working based on your knowledge of IT architecture landscape and data lake;

  • You challenge the IT & data performance, initiates improvement and understand the future of data & IT components.


A colleague with a talent for taking it on and making it happen, enthusiasm for helping others to be successful and a knack for always being a step ahead. In other words, you strive to bring fresh ideas to life and embrace challenges in a fast changing and complex environment. You are a naturally collaborative person who listens and invests in others to achieve common goals. You love to challenge the status quo and are eager to propose creative solutions to problems.

As a Customer Journey Expert KYC you will also need to

  • Have at least 5 years relevant work experience as a project manager;

  • Have a strong technical-driven mindset, ideally with work experience in a technical orientated team or company;

  • Are Fluent in English (written & oral);

  • Have an academic degree;

  • Build bridges by nature and are able to bridge between different levels, different people and different cultures;

  • Are persuasive, are able to ‘get people on board’ and ensure necessary buy-in from stakeholders;

  • Are a hands-on team player;

  • Have good analytical skills;

  • Have proven planning & organizational skills;

  • Are able to work in an autonomous way and to take initiative;

  • Are problem solving;

  • Be passionate by improving our processes thanks to digitization and automation.


A clear purpose, a unique offer and a range of flexible compensation and other benefits:

  • Personal growth & challenging work with endless opportunities to realise your ambitions;

  • An informal, dynamic environment with innovative colleagues supporting your endeavours;

  • A progressive and agile way of working, where new ideas are valued ahead of convention.

Furthermore, within the KYC Services Tribe, you can count on a range of opportunities to invest in your personal and professional growth with:

  • Possibilities to develop your skills, e.g., by participating in courses and ACAMS certified trainings;

  • Challenging projects & a steep learning curve;

  • Working in an international environment.

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