Customer Journey Expert

Customer Journey Expert (Transaction Monitoring Models)
Help Shape the Future of Financial Crime Prevention
Financial crime is constantly evolving, and so are we. At ING, we're building globally standardized solutions that help protect customers, communities, and financial systems from money laundering, fraud, terrorism financing, and sanctions-related risks.
We're looking for a Customer Journey Expert (Transaction Monitoring Models) to join our Global Financial Crime & Fraud Prevention (FC&FP) organization. In this role, you'll help drive the rollout and ongoing coordination of innovative transaction monitoring model solutions used across ING's global network. If you thrive in international environments, enjoy connecting business and technology, and are passionate about using data and analytics to solve complex challenges, we'd love to hear from you.
Role Summary
As a Customer Journey Expert, you will act as the bridge between business stakeholders and technical development teams, ensuring the successful implementation and operation of transaction monitoring model capabilities.
Initially, you'll support the onboarding of countries onto a new Transaction Monitoring Models solution, working closely with Squad Leads, Business Analysts, and DevOps Engineers. Once implementation is completed, you'll take ownership of the day-to-day coordination of the solution, including operational processes, stakeholder engagement, incident management, performance monitoring, and continuous improvement activities.
You'll play a key role in maximizing customer and business value by helping prioritize work, managing dependencies, facilitating collaboration, and ensuring solutions meet regulatory, security, resilience, and business requirements.
About the Team
You will join a multidisciplinary international team working across multiple locations and time zones. Together, we are building globally standardized Financial Crime Prevention capabilities that support ING's operations in more than 40 countries and help protect more than 40 million customers worldwide.
Working in Agile BusDevOps squads, you'll collaborate with Customer Journey Experts, Squad Leads, DevOps Engineers, Data Specialists, and business stakeholders who share a common goal: creating smarter, more effective solutions to combat financial crime while improving operational effectiveness.
Required Skills & Experience
We're looking for someone who combines strong analytical capabilities with excellent stakeholder management skills.
You bring:
Bachelor's or Master's degree
3-10 years of experience in Business Analysis, Data Analysis, Product Ownership, Customer Journey Expert, or related roles within a regulated financial services environment
Experience working in Agile, Scrum, DevOps, or similar delivery environments
Strong stakeholder management and communication skills, including engagement with senior stakeholders
Experience coordinating software implementations, operational processes, or large-scale rollouts
Strong affinity for data, analytics, and process improvement
Experience with incident management and problem resolution
Ability to operate effectively in complex international environments
Fluency in English, both written and verbal
Preferred qualifications:
Knowledge of Python, KNIME, Hive, Jupyter, or similar analytical tools
Understanding of statistics, machine learning, and model-driven solutions
Experience with ServiceNow, FCRM, Quantexa, AI/Analytics platforms, or Transaction Monitoring solutions
Experience working on Generative AI, Machine Learning, or Agentic AI initiatives
Knowledge of LLMs, Retrieval-Augmented Generation (RAG), prompt engineering, and AI-enabled workflows
Understanding of Responsible AI, AI governance, model risk management, explainability, and regulatory compliance
Experience working with Product Owners, Data Scientists, AI Engineers, Model Validators, and cross-functional technology teams
Knowledge of platform security, information security, cyber security, data security, and operational resilience
What We Offer
At ING, you'll have the opportunity to:
Make a meaningful impact in the fight against financial crime
Work on globally scaled solutions with real-world societal impact
Collaborate with diverse colleagues across countries, cultures, and disciplines
Contribute to innovative analytics, machine learning, and AI-driven initiatives
Grow your expertise in transaction monitoring, financial crime prevention, and digital transformation
Work in an environment that values ownership, collaboration, learning, and continuous improvement
Help shape products used across ING's global network
Don't meet 100% of the qualifications? Don't let that hold you back. Studies show men apply if they meet 60% of the requirements. If this opportunity excites you, we encourage you to apply and let us get to know you.
How to Apply
Ready to help build the future of Financial Crime Prevention at ING?
Click the apply button on our career site and submit your application through Workday. We look forward to learning more about you.
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About ING
With 65,000 employees and operations in approximately 40 countries, there is no shortage of opportunities for people with initiative who want to help people take a step ahead in life and in business. Do you want to work at the cutting edge of what's possible and at the same time ensure you work with integrity and hold the customer's interests at heart? Do you want to be surrounded by progressive, inspiring, diverse and supportive colleagues? Then there is no better place to invest your talents than at ING. Join us. Apply today.