Customer Journey Expert Customer Interaction


Customer Journey Expert Customer Interaction – KYC Services NL

We at ING are pioneers. Our goal is to unite ING and to achieve a single and best-in-class experience for all customers worldwide. Within KYC we see it as our purpose to detect and prevent financial crime, covering the full scope of anti-money laundering and countering terrorist financing during the customer life cycle. This includes customer on-boarding, periodic and event driven reviews, name screening, pre-transaction screening and post-transaction monitoring. By providing policies, standards, process design, tooling and operational delivery the KYC tribe contributes to our societal role as gatekeeper to safeguard our financial infrastructure against financial crime.

Tribe KYC Services (NL) consist of the following areas

  • Squads delivering propositions, processes and tooling
  • KYC Centre

Your role & work environment

What is the role about? You will be a Customer Journey Expert that works on interaction processes that affect the Tribe KYC Services and many other parts of the bank, but most importantly our customers!

We all know and understand that digitalization has become increasingly important. Therefore we have many efforts in place to boost our digital ambitions. What kind of topics are worked on and will be worked on? For example you can be working on developing and improving processes related to mobile onboarding. This has to be done in such a way that our customers really have all their banking needs literally in their pocket. Another example is the improvement of our straight through processes related to information that we need when interacting with our customers in a variety of communication channels that we offer (MING and Mobile). All aimed at delivering our customers a smooth digital experience.

What kind of personality are we looking for?

You get energy from working on concrete and tangible results for our customers in a complex and dynamic environment. You know how to prioritise and have a strong delivery focus, in order to continuously keep improving KYC processes at the benefit of our customers.


  • Bachelor or Master degree / level
  • Minimal 3-5 years of relevant work experience
  • Good understanding of client needs and digitization, bridging IT and business
  • Experience in the areas of marketing, product management, channel and process optimisation
  • Experience in working in an Agile/Scrum team is an advantage
  • Hands-on and willing to work closely with the Developers and Operations specialists
  • Experience/affinity with KYC is a pre

Skills & Competences

  • Strong communication skills and excellent team player
  • Strong stakeholder management skills
  • Excellent in both Dutch and English
  • Experience in working in an Agile/Scrum team is an advantage related to IT and Process change
  • You are proactive, energetic, creative and an out-of-the box thinker who likes to work in a multidisciplinary team in an agile environment and who can also work independently and take accountability
  • You stimulate interaction and alignment between people, Tribes, Squads and Chapters
  • You give and ask for constructive feedback
  • Ability to take responsibility, and deliver realisations based on facts and data
  • You are Internationally oriented and can easily work in a multicultural environment

What do we offer you?

  • Working in an innovative, dynamic and international environment
  • 36 or 40 hour working week
  • Personal growth with many opportunities to develop yourself further
  • Working in an open and honest business culture
  • A position located in Cedar - Amsterdam


  • For inquiries please contact Bas Pannekeet ( or Judith Koornneef (
  • Applications without a motivation letter will not be taken into consideration.

Vacature informatie

Organisatie: ING

Locatie: Amsterdam

Opleidingsniveau: WO


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