Customer Journey Expert

Within Global KYC, we are looking for a Business Analyst (BA) for Customer Due Diligence (CDD) under Wholesale Banking Domain. In that role, you will be part of an exciting journey towards truly global standardization within the domain of KYC for ING. You will be involved with the development of the Global KYC Digital Service contributing to socially relevant topics such as Anti-Money Laundering, Counter Terrorism Financing, Fraud, Sanctions and their global implementation across 40+ countries, affecting 40 million+ ING customers. Through this, we will be able to deliver our customers an optimal KYC experience, whilst remaining compliant and in control of our risks and processes on a global scale. You will be in contact with market leading vendors and thought leaders in their respective domains. As such, you will be working with many colleagues from different disciplines, geographies and backgrounds.
What you’ll do

As a BA you take an active role in the refinement of the user stories. You support the Product Lead and squad with your application and KYC process knowledge, ensuring compliancy by design. You refine the roadmap and guarantee that the business requirements and non-functional requirements are translated to the IT Solution requirements.

You are responsible for keeping the bank and its customers safe by providing integration capabilities between the KYC application and third parties, both within and outside the KYC Tribe, that support the Customer Due Diligence process.

Particularly for KYC, we are looking for Analysts with a track record in successfully transforming complex KYC requests into simple and concise demands. Moreover, we look for BAs that are able to work within a multidisciplinary team in a fast-moving, challenging environment. Experience in the customer journeys of Client Onboarding and/or Client Maintenance, KYC and CDD process related translation to business requirements and IT Pega solution implementation is a must.

• Supporting Product Lead in delivering key objectives and results for the benefit of WB and Operations

• You contribute to operational performance, risk management, incremental development
• You help in analyzing and looking of for patterns and ensure accountability in Issue management / resolution
• Deliver input content for different type of NFR journeys
• Day-2-day driving of developments for country rollout / source addition / scope increase, i.e. on Epic level
• Detailed user story / business requirements definition
• Drive limited scope (Epic level) functionality development with tooling team(s)
• Topic / Epic SPOC for: development teams of own tools, Product teams of internal products (i.e. KYCO), external vendor products
• You maintain and extend APIs that support the Customer Due Diligence process
• You refine the stories for the Squad that are aligned with the product owner’s objectives of the product and process
• You refine the stories to have it written in a straightforward and executional way to optimize velocity in the teams;
• You create business driven development scenarios to support test automation
• You look beyond your squad; you work together with the Business Analysts/Architects and squads in our Tribe to create one service and align on the bigger picture and process;
• You make sure your work is always on time for the Squad;
• You analyse business requirements for the development of products and services in the KYC scope and translate the requirements to designs, data demand and processes

• You play a supporting role in planning and slicing the work
• You are able to simplify solutions and processes and tell the story clearly to various international stakeholders;
• You work with colleagues from the Global KYC CDD Expertise Pillar and Compliance to ensure all solutions and processes are compliant with ING’s policies and standards and fit-for- purpose;
• You contribute to the ING One Agile Way of Working and safeguard the Orange Code;

How to succeed:
• Master or bachelor degree;
• Minimal 3-10 years of working experience as a Business Analyst or Process Manager
• Experience in the area(s) of multidisciplinary complex deliveries with a track record of fast learning in the area of KYC (CDD, FATCA, CRS), Client Onboarding, Client Maintenance, AML or Compliance;
• Experience and affinity with data analysis, data mapping and conceptualizing and creating solutions for data quality improvements.
• A proactive, can-do, no surprises and positive mind-set;
• Strong analytical skills and ability to communicate your views to others
• Experience and affinity with working together in IT and solution-build driven teams;
• The ability to facilitate decision-making to drive complex design issues to a conclusion;
• Strong organisational sensitivity; ability to understand and take into account the underlying issues, opportunities and dynamics of an international organisation with multiple functional lines and one hierarchical line and deal with multiple (sometimes conflicting) interests;
• Strong focus on understanding the regulatory and business requirements and supportive facts and data to build the target operating model design in line with INGs ambitions;
• Agility to adjust the approach if required;
• The ability to work successfully in multiple countries and make sure these different cultures will work together as one team; taking into account different habits, beliefs, languages and time-zones, etc.;
• Strong resilience; ability to navigate through ambiguity and simplify complexity without losing essence.
• Fluent in English speaking and writing.
• Familiarity with API
• Advantage if with Pega, or any workflow, familiarity
Want to make a meaningful impact?
At ING our purpose is to empower people to stay a step ahead in life and business. We believe that sustainable progress is drive by people with the imagination and determination to make a better future for themselves and those around them. ING is changing what banking can be. For you that means plenty of opportunities for personal growth in a continuously evolving environment. If this is the environment you thrive in, then apply and join us in changing the future of banking!