Customer Journey Lead: Transaction Monitoring & AI

ING Hubs Philippines; Metro Manila; On-site; PHP 1,200,000 - 1,800,000; Full time

Job summary

ING is seeking a Customer Journey Expert within Global Financial Crime & Fraud Prevention to translate customer and regulatory needs into practical solutions for a multi-country BusDevOps squad. You will bridge business and technology, using data-driven insights to shape product priorities and improve customer journeys across transaction monitoring services.

You'll work with product leads, engineers, operations, and compliance specialists to align strategy with epics and stories, ensuring

Qualifications

• Strong business analysis and requirements engineering experience.
• Experience shaping customer journeys with data-driven insights.
• Familiarity with Agile or BusDevOps environments.
• Excellent English communication and stakeholder management.
• Degree or equivalent professional capability.

Responsibilities

• Lead discovery and analysis of business processes, 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 decision-making and prioritization.
• Ensure solutions meet security, resilience, legal, and compliance requirements.
• Support implementation, adoption, change management, and continuous improvement initiatives.
• Contribute to incident management, root-cause analysis, and sustainable operational improvements.
• Explore opportunities to leverage automation, AI, and data-driven innovation to improve ways of working.

Skills

Business analysis

Process analysis

Requirements engineering

Customer journey management

Analytical mindset

Data analysis

Data visualization

Insight generation

Agile

BusDevOps

Stakeholder management

English communication

AML/KYC familiarity

Production support

Data products / ML / AI basics

Education

Bachelor's degree or equivalent professional capability

Job description

ING is seeking a Customer Journey Expert within Global Financial Crime & Fraud Prevention to translate customer and regulatory needs into practical solutions for a multi-country BusDevOps squad. You will bridge business and technology, using data-driven insights to shape product priorities and improve customer journeys across transaction monitoring services.

You'll work with product leads, engineers, operations, and compliance specialists to align strategy with epics and stories, ensuring