Within WB FCP we are transforming the way how we perform CDD from Manual to Meaningful. As we are focusing on building our own PEGA workflow we are also committed to fully digitizing our CDD process and utilizing AI to automate the daily repetitive tasks we are currently faced with. Would you like to work with a team of dedicated experts and drive impactful innovations using the latest technology?
Role and Responsibilities
As a Customer Journey Expert (“CJE”) you have the responsibility for the development, management and harmonization of services with the aim to provide a differentiating customer and employee experience. You bridge the gap between business needs and delivery teams, balancing innovation, operational impact, and user centricity. We are looking for a CJE with a strong background for AI driven innovation, and previous experience in Financial Crime Prevention. Ideal candidates combine analytical skills with outstanding communication and a result oriented way of working.
Key Responsibilities
Stakeholder management: Business value is our main priority. Together with the squad, you will be responsible for the stakeholder communication strategy. You will work closely with the end users (KYC analysts), interview them, collect feedback, listen and challenge them so we can build a well-loved Customer Journey that delivers the most value.
Content alignment: For the squads and your chapter you are the to-go person regarding AI enhanced journeys. You work closely with the FCP Center of Excellence GPL’s/SME’s and continuously improve the Product and customer journey based on policy and regulatory requirements.
Bridging the gap between our users and the developers. Translating the voice of the user and the business requirements of the COE into clear user stories for your IT colleagues.
Embrace data driven development. When designing solutions you always think with business value in mind. You define clear business goals and ensure proper measurement of the results. You learn and adapt based on data.
Risk management: to build a safe and secure Product, working together with the team to comply with NFR risk requirements e.g. IT risk, RCSA processes etc.
Knowledge Sharing: Continuous learning and sharing of your experience/ knowledge with the Change Department and colleagues from different domains. You are the example in giving and receiving feedback to improve yourself and the squad.
Agile Development: You will use different ways of working like design thinking, lean startup and agility to ensure the quality of features and stories. You have an entrepreneurial mindset; think big, start small and scale fast.
What is in it for you?
We are looking for someone who is eager to bring a revolution compared to the current processes and systems. Someone with a growth mindset, who wants to drive change and work on digital initiatives. We will provide you with the environment and support to learn new skills via trainings and hands on experience (e.g. IT, product development etc.), and turn your innovation ideas into reality (e.g. via design sprints, hackathons etc.). You will be enabled to “Do Your Thing” working in an environment with a clear and ambitious change agenda, a diverse, fun and energetic Area.
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.
Bachelor’s Degree, preferably in innovation, digital engineering, service design or a related field
Minimal 3-5+ years of working experience
Thrives in a collaborative virtual team environment, working closely with colleagues across various locations that are working towards common goals
Enjoys working to improve process and procedures that require engagement with various other stakeholders
Is a “self-starter” who is willing to take the lead on projects and initiatives for the benefit of the FCP and the broader ING WB
You have a pro-active attitude; you speak up about your ideas
Open minded, goal driven personality and the capabilities to optimally function within an Agile environment
Experience/affinity with Wholesale Banking within FCP or related domain
Experienced with developing new technological and data science applications
Excellent command of English
Has excellent written and oral communication skills. Experience and proficiency in PowerPoint will be an asset
Is detail-oriented and accurate, you can manage multiple projects simultaneously and meet tight deadlines
What we offer you
Personal growth & challenging work with the opportunity to acquire skills, experience and progress your career in banking.
Informal, dynamic workplace with innovative colleagues supporting your endeavors.
Exposure to an international environment and close collaboration with colleagues across the globe
On-the-job training to translate theory into practice, learning from highly experienced professionals is.
Rewards and benefits
We want to make sure that it’s possible for you to strike the right balance between your career and your private life. Find out more about our employment conditions.
The benefits of working with us at ING include:
25-28 vacation days depending on contract
Pension scheme
13th month salary
8% Holiday payment
Hybrid working
Personal growth and challenging work with endless possibilities
An informal working environment with innovative colleagues
About us
Curious about how ING empowers people and businesses to move forward? Discover what we do and what we can offer you.
Questions?
Contact the recruiter attached to the advertisement. Want to apply directly? Please upload your CV and motivation letter by clicking the ‘Apply’ button.