VAC - GBLEXT  Project / Programme management

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30 July 2020 ... min read Listen

Customer Journey Expert KYC Tribe Belgium

Employé / CDI | Gestion de projet/Programme/ Processus | Manager/Expert | Belgique | Brussels | H | 2020-06-22 | 059578


Specialist KYC Customer Journey Expert

Fixed position , Full-Time, Brussels


Your role & work environment

As a Specialist Customer Journey Expert (CJE) for KYC Services you are responsible for developing, managing, harmonizing and phasing out customer journeys (end-to-end client processes concerning commercial products, services, channel formulas, etc.)

As part of the KYC Services Tribe you work to build a safe society by preventing and fighting financial crime. You translate KYC policies and guidelines in journeys in collaboration with stakeholders throughout the entire bank in order to meet that purpose in a dynamic environment where the implementation of new technologies are key.


Your key responsibilities

Strategy & Policy

  • Makes a contribution to the strategy and policy regarding the development of customer journeys which fall within the scope of the tribe
  • Acquires profound understanding of the ING KYC Policy and how it impacts our customers in order to create the best possible journeys for them
  • Turning regulatory constraints and obligations into digital opportunities to delight customer experience

Driving & delivering change

  • Managing complex projects with various stakeholders inside & outside the bank
  • Ensuring an efficient communication via the different channels and touch points
  • Understanding, challenging and being accountable for respecting business  principles and external regulation

Optionally acts in the role of Product Owner

  • Defines and manages priorities for the Squad
  • Defines vision for the squad/strategic tasks
  • Delivers input for the Quarterly Business Review


We look for

A colleague with a talent for taking it on and making it happen, enthusiasm for helping others to be successful and a knack for always being a step ahead. In other words, you strive to bring fresh ideas to life and embrace challenges in a fast changing and complex environment. You are a naturally collaborative person who listens and invests in others to achieve common goals. You love to challenge the status quo and are eager to propose creative solutions to problems.

As a Specialist Customer Journey Expert in KYC you will also need:

  • Master’s degree or equivalent through experience
  • 5 to 8 years’ relevant experience
  • Driven and customer focused, loving to collaborate with different people
  • Proven planning and organizational skills. Project management experience is a must.
  • Strong analytical skills
  • Strong communication skills : written and oral
  • Strong stakeholder management skills
  • Accountable, taking ownership, wanting to make the difference for our customers
  • Ability to translate the long term vision into concrete actions
  • Fluent in English. Dutch or French is an asset
  • Experience, knowledgeable on KYC (know your customer) policies for financial institutions is a plus


We offer you  

A clear purpose, a unique offer and a range of flexible compensation and other benefits:

  • Personal growth & challenging work with endless opportunities to realise your ambitions
  • An informal, dynamic environment with innovative colleagues supporting your endeavours
  • A progressive and agile way of working, where new ideas are valued ahead of convention

Furthermore, within the KYC Services department, you can count on a range of opportunities to invest in your personal and professional growth with:

  • Join ING in its role as a cornerstone in society to prevent and fight financial crime
  • Working with new technologies required to stay ahead


We redefine banking. What about you?

There has never been a more interesting time to work at ING. We’re on a journey that’s centred around our customers, powered by technology and driven by smart, determined people. Our customers feel our people are empowering them to stay a step ahead in life and in business. We’re proud of that!


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Please be aware that the recruitment procedures, (labour) regulations and labour agreements of Belgique apply.

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