Customer Journey Lead: Transaction Monitoring

ING; Manila; On-site; PHP 1,200,000 - 1,600,000; Full time

Benefits offered by this job

Global exposure

Diverse international team

AI-enabled optimization

Job summary

ING is seeking a Customer Journey Expert in Transaction Monitoring to translate customer, user, and regulatory needs into practical solutions. You will shape product priorities, improve journeys, and drive measurable business outcomes across a multidisciplinary BusDevOps squad in a dynamic environment.

You will collaborate with product leads, engineers, and compliance stakeholders across countries, using data and automated insights to support decision-making and continuous improvement in

Qualifications

• Strong business analysis, process analysis, requirements engineering, or customer journey management experience.
• Analytical mindset with ability to solve complex problems in fast-changing environments.
• Understanding of data structures, analysis, visualization, and insight generation.
• Experience working in Agile or BusDevOps environments with engineers and product teams.
• Excellent stakeholder management and communication skills in English.
• Ability to navigate ambiguity, manage dependencies, and drive execution across multiple stakeholders and locations.
• Customer-focused, accountable, and continuously improving mindset.
• A degree or equivalent professional capability; relevant experience valued alongside education.

Responsibilities

• Lead discovery and analysis of business processes, user journeys, pain points, controls, and data requirements.
• Translate strategy into epics, features, user stories, and backlog items.
• Collaborate with Product Leads, engineers, operations teams, compliance specialists, and stakeholders across countries.
• Use customer, operational, risk, and performance data to support decisions and prioritization.
• Ensure solutions meet business, security, resilience, legal, and compliance requirements.
• Support implementation, adoption, change management, and continuous improvement initiatives.
• Contribute to incident management, root-cause analysis, and sustainable improvements.
• Explore opportunities to leverage automation, AI, and data-driven innovation.

Skills

Business analysis

Requirements engineering

Agile / BusDevOps

Stakeholder management

English communication

Ambiguity navigation

Domain knowledge (financial crime)

Product thinking

Education

Degree or equivalent

Job description

ING is seeking a Customer Journey Expert in Transaction Monitoring to translate customer, user, and regulatory needs into practical solutions. You will shape product priorities, improve journeys, and drive measurable business outcomes across a multidisciplinary BusDevOps squad in a dynamic environment.

You will collaborate with product leads, engineers, and compliance stakeholders across countries, using data and automated insights to support decision-making and continuous improvement in