Customer Journey Expert – Customer Information Actualization  

Full-time, Brussels

Be part of a movement to scale data-driven KYC through better workflows and external data leverage

Joining the Customer Information Collection Strategy squad means working at the intersection of operational workflow management, customer information actualization and external customer information integration. The squad’s mission is to continuously improve how KYC customer information is collected, refreshed and consumed, while reducing operational effort and improving user experience for frontline and review teams.

In this role, you will combine ownership of operational workflow management tooling from a user and operational perspective with responsibility for optimizing how external data sources are connected, governed and leveraged within ING’s internal customer information actualization processes.

What’s in it for you

You will work on high-impact, transversal topics that directly influence operational efficiency, data quality and regulatory compliance. The role offers a unique mix of user-experience ownership, customer information collection strategy, governance, external stakeholder collaboration and operational excellence within a highly relevant KYC and non-financial risk context.

Your impact

Some of the key things you would be doing are:

• Customer information OPEX initiatives – Lead and contribute to operational excellence initiatives in customer information actualization, focusing on automation, reduction of manual rework, touch-time reduction and scalability
• Operational workflow user experience ownership – Act as the primary CJE for operational workflow management tooling within KYC, owning the end-to-end user experience for analysts and operational teams across data actualization and review journeys.
• Workflow & case handling optimization – Continuously improve case routing, triggers, workbaskets and screen flows to ensure cases are correctly allocated, prioritised and processed efficiently.
• External data source integration & consumption – Define and drive how customer information from external sources is ingested, validated, governed and connected to ING’s internal information actualization processes in a controlled, scalable and compliant way.

Who we are looking for

We are looking for someone who is comfortable operating at the intersection of business, data and IT, and who enjoys structuring complex topics involving workflows, data governance and external dependencies into pragmatic, operational solutions.

To succeed you should have most of the following skills:

• Strong user-centric mindset with the ability to translate operational pain points into concrete improvements.
• Experience or strong affinity with operational workflow or case management tooling.
• Experience with data governance, data quality or data integration topics.
• Understanding of KYC, CDD or non-financial risk processes is a strong asset.
• Strong stakeholder management skills, including coordination with external parties.
• Process improvement and OPEX mindset, focused on efficiency, automation and scalability.
• Structured way of working in agile or change-driven environments.

Qualifications

• Bachelor’s or Master’s degree in Business, Finance, Engineering or a related field.
• Experience in a Customer Journey Expert, Business Analyst, Product or similar role is preferred.
• Hands-on experience with workflow / case management tooling or external data integration is a strong asset.
• Excellent communication skills and the ability to align diverse technical, operational and compliance stakeholders.
• Affinity with data-driven decision making and continuous improvement.