Customer Journey Expert

Tribe KYC Services NL is looking for an eager business process analysts, that can help us making our KYC processes more compliant, efficient and customer friendly.

About the Tribe KYC Services 

KYC Services aims to minimize the risk of ING becoming involved in money laundering, terrorist financing or other reputational risks. This includes customer onboarding, periodic and event driven reviews, name screening, pre-transaction screening, post-transaction monitoring, and ultimately the offboarding of customers.

By providing policy, process design and tooling, tribe KYC Services contributes to our social role as a gatekeeper to protect our financial infrastructure against financial crime. 

Our tribe consists of the following areas:

• Policy team

• KYC Cockpit

• CDD Journey and CDD Customer Interaction (CI) and Platform areas

• Transaction Monitoring area

• Screening area

• Data & Management Information (MI) area
  

Roles and responsibilities

As a Business Process Analyst (also known as Customer Journey Expert) you are part of the Product Group –within the NL Services Tribe (Customer Due Diligence). The product team consists of 3 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 Business Process Analyst, 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. 

How to succeed

We hire smart people like you for your potential. Our biggest expectation is that you’ll stay curious. Keep learning. Take on responsibility. In return, we’ll back you to develop into an even more awesome version of yourself.

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 have experience in production support and incident management

• You enjoy maintaining documentations (work place instructions, user guides) that would help your consumers use the product you support more effectively

• You have experience working in international/large organization or financial industry

• You have prior experience in project management and tracking of milestones

• 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

• Experience with KYC is an absolute advantage. 

• Knowledge of the IT landscape is also appreciated.

• Within tribe KYC Services, the official language is English because of several international colleagues. You therefore have excellent oral and written expression skills in English.

• Experience working within the Dutch or European Culture is a plus