Customer Journey Expert

ING Hubs B.V. Philippine Branch; Manila; Hybrid; PHP 900,000 - 1,500,000; Full time

Benefits offered by this job

Global network

Diverse colleagues across countries

Analytics and AI initiatives

Digital transformation exposure

Job summary

ING is seeking a Customer Journey Expert to bridge business stakeholders and technical teams in the rollout and ongoing operation of transaction monitoring model capabilities. You will coordinate onboarding across countries and then manage day-to-day operations, incidents, and performance, ensuring regulatory and security requirements are met.

You will join an international, agile team focused on building standardized financial crime prevention capabilities across ING's global network,

Qualifications

• Bachelor's or Master's degree in a relevant field.
• 3-10 years in Business Analysis, Data Analysis, Product Ownership, or related roles in regulated financial services.
• Experience in Agile, Scrum, DevOps, or similar delivery environments.
• Strong stakeholder management and communication, including with senior stakeholders.

Responsibilities

• Bridge business stakeholders and technical teams for transaction monitoring model implementations.
• Onboard countries onto the new Transaction Monitoring Models solution and coordinate with squads, analysts, and DevOps engineers.
• Own day-to-day coordination after rollout, including incident management, performance monitoring, and improvements.
• Prioritize work, manage dependencies, and ensure regulatory, security, resilience, and business requirements are met.

Skills

Analytical thinking

Stakeholder management

Communication skills

International experience

English fluency

Education

Bachelor's or Master’s degree

Tools

Python

KNIME

Hive

Jupyter

Job description

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.

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. We’re a global bank with a strong European base, and our more than 60,000 colleagues serve around 38 million customers and corporate clients in over 40 countries. Joining ING means working with friendly and collaborative people towards making a positive impact on people and planet. We believe in empowering the people around us and our customers to stay a step ahead. Working here means having the autonomy to drive progress, helping to create superior customer value and contributing to our ambition of putting sustainability at the heart of everything we do. Here, we’re more than just a workplace – we’re a community of innovators, problem‑solvers, and forward‑thinkers, dedicated to making a real impact. Whether you’re just starting your career or seeking the next big challenge, we have opportunities that will inspire and push you to grow. Your future at ING starts with one application. Ready to join? We’ve got plenty of opportunities to match your skills and aspirations! Use the filters below the search bar – like location and job type – to help you find the perfect fit. Start exploring now and discover where your next career move could take you!