Customer Journey Expert (Project Manager) - KYC Customer Interaction

As a (senior) Customer Journey Expert you will join a dynamic team within ING, where we work on groundbreaking digital KYC solutions. You are the linking pin between business, IT and our customers. With your project management experience and strong communication skills, you ensure that our solutions are not only technically perfect, but also seamlessly meet the needs of our customers. Do you want to contribute to an optimal customer journey and work in an innovative environment where Customer eXperience is key? Then apply now!

The team

As a Customer Journey Expert you are part of the Customer Interaction Product Team within the Tribe KYC Services. The product team consists of 3 multidisciplinary squads, from 6 to 15 people. In these teams, Customer Journey experts and Engineers work closely together.

Within the product team you are responsible for delivering digital KYC Customer Interaction solutions that will contribute to a more efficient execution of the KYC processes and an improvement of the Customer eXperience. The product team is responsible for 2 digital outreach solutions; 1) an KYC analyst driven outreach solution used within KYC Operations and 2) the digital FEC, FATCA and CRS customer interaction modules used within various Onboarding and Product Opening processes. Some examples of topics you will be working on are the realization of a new digital Business Onboarding journey, further expansion of the Mobile Onboarding journey for Expats customers and the further improvement and digitization of existing journeys.

Roles and responsibilities

• You are a driving force behind developing and implementing a long-term vision for our digital KYC Customer Interaction solutions
• You ensure that this vision is aligned with the broader business strategy and the needs of our customers
• You are committed to creating an optimal customer journey by analysing and improving all touchpoints of the digital KYC processes
• You lead and coordinate complex projects, working closely with different teams (IT, business, compliance, etc.)
• You use data to make evidence-based decisions
• You are the point of contact for various stakeholders
• You introduce new ideas and technologies to improve our services

Essentially you are the expert who ensures that our customers have a seamless and positive experience during the KYC process, while at the same time meeting all compliance requirements.

In short, as a (senior) Customer Journey Expert at ING you are responsible for:

• Designing and optimizing digital KYC customer interaction processes
• Improving customer satisfaction
• Increasing the efficiency of our processes
• Stimulating innovation

Who are we looking for?

We hire smart people like you because of your potential. It is important to us that you remain curious. Continue to learn and challenge yourself. Take responsibility. In return, we support you to develop into an even greater version of yourself!

What skills do you have:

• A completed HBO/WO study and at least 3-5 years of demonstrable, relevant work experience in the field of process improvement and/or project management
• Analytical skills: being able to analyse large amounts of data to gain insights and make data-driven decisions
• Project management: Planning, organizing, and executing projects from start to finish
• User Experience (UX): designing user-friendly digital products and services
• Communication skills: being able to communicate clearly and convincingly with different stakeholders.
• Customer focus: Putting the customer at the centre of all decisions
• Problem-solving skills: the ability to identify and solve complex problems
• Adaptability: The ability to respond flexibly to changes
• IT savvy: you are familiar with various IT technologies or able to learn them.
• You master the Dutch language: you are able to read, speak and write Dutch

What do we offer you?

We want to ensure that you find the right balance between your career and your private life. You can find more about our employment conditions at https://www.ing.jobs/netherlands/Why-ING/benefits.htm

The benefits of working with us at ING include:

• A salary tailored to your qualities and experience
• 24-27 vacation days, depending on contract
• Pension scheme
• 13th month salary
• Individual Savings Contribution (BIS), 3.5% of your gross annual salary
• 8% Holiday pay
• Hybrid working to combine working from home for focus and office work for collaboration and co-creation
• Personal growth and challenging work with endless possibilities
• An informal working environment with innovative colleagues

About us

With 60,000 employees and offices in approximately 40 countries, there is no shortage of opportunities for people with initiative, who want to help people move forward in life and in business. Do you want to work at the cutting edge of what is possible and at the same time ensure that you work with integrity and put customer interests first? Do you want to be surrounded by progressive, inspiring, diverse and supportive colleagues? Then there is no better place to invest in your talents than at ING. Join us. Apply today!