Customer Journey Expert – Data Actualization Strategy

Full-time, Brussels

Be part of a movement to redefine how KYC data is obtained and maintained

Joining the Data Strategy squad means working at the core of ING’s KYC data actualization strategy. The squad’s mission is to ensure that all required customer data for Customer Due Diligence can be obtained and maintained in the most efficient way possible, minimizing customer friction and operational workload while ensuring full regulatory compliance.

In this role, you will combine the responsibility for defining and implementing a future-proof data actualization strategy with the ownership of operational workflow management tooling from a user perspective with.

You will focus on optimizing the analyst workflow tooling experience for manual data actualization tasks, maximizing the use of internal and external data sources, contributing to embedding data collection within customer lifecycle interactions, and driving automation and digitalization across data actualization processes.

What’s in it for you

You will work on high-impact, transversal topics that directly influence data quality, operational efficiency and customer experience across key FCP journeys. The role offers a unique mix of strategy definition, process optimization, data sourcing, user-experience improvement and operational excellence within a highly relevant regulatory context.

Your impact

Some of the key things you would be doing are:

• Data actualization strategy ownership – Define and continuously evolve the strategy for how ING obtains, updates and maintains all required KYC data in the most efficient way, minimizing customer friction and operational workload.
• External data sourcing & integration – Identify and implement opportunities to obtain KYC data from external sources, ensuring seamless integration into ING’s internal data landscape in a controlled and compliant way.
• Internal data derivation – Identify ways to derive required KYC data from internal sources and existing datasets, reducing the need for customer outreach and manual data collection.
• Lifecycle-driven data collection – Contribute to implementing a model where KYC data is collected and updated during natural customer lifecycle interactions (beyond KYC reviews), embedding KYC data updates into daily banking interactions.
• Customer self-service enablement – Contribute to building capabilities that allow clients to manage and update their own data in a controlled way, reducing dependency on manual outreach.
• Operational workflow optimization – Act as the primary CJE for operational workflow management tooling, improving user experience, case routing, triggers, workbaskets and process flows.
• Data-driven improvement identification – Conduct drop-out analysis across KYC journeys to identify inefficiencies, improvement opportunities and root causes of data gaps.
• Intelligent data gathering logic optimization – Maintain and refine the logic that determines which data points need to be collected or refreshed, increasing automation and efficiency.

Who we are looking for

We are looking for someone who is comfortable operating at the intersection of strategy, data, processes and tooling, and who can translate complex challenges into clear, scalable and efficient solutions.

To succeed you should have most of the following skills:

• Strong analytical and strategic thinking with the ability to design end-to-end solutions
• User-centric mindset with the ability to translate operational pain points into improvements
• Experience or strong affinity with workflow or case management tooling
• Experience with data sourcing, data governance or data integration topics
• Understanding of KYC / CDD processes and non-financial risk is a strong asset
• Strong stakeholder management skills across business, IT and external partners
• Process improvement and OPEX mindset with focus on automation and efficiency

Qualifications

• Bachelor’s or Master’s degree in Business, Data, Engineering or a related field
• Experience in a Customer Journey Expert, Business Analyst or similar role is preferred
• Experience with data-driven projects, workflow optimization or digital transformation initiatives is a strong asset
• Excellent communication skills and ability to align diverse stakeholders
• Affinity with continuous improvement, automation and digitalization