Transaction Monitoring - Customer Journey Expert

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

Transaction Monitoring - Customer Journey Expert

Shape the Future of Transaction Monitoring at ING

Do you enjoy turning complex challenges into practical solutions? Are you passionate about using data, technology, and collaboration to create better outcomes? At ING, we're looking for a Customer Journey Expert to help evolve our global Transaction Monitoring capabilities while enabling us to stay effective, efficient, and compliant in an increasingly dynamic environment.

This is an opportunity to work at the intersection of business, data, technology, and financial crime prevention, helping teams across multiple countries improve how Transaction Monitoring services are designed and delivered.

Role Summary

As a Customer Journey Expert within Global Financial Crime & Fraud Prevention (FCFP), Delivery, Data & AI Transformation (DDAI), you will translate customer, user, operational, and regulatory needs into meaningful solutions for a multidisciplinary BusDevOps squad. You'll bridge business and technology, using data-driven insights to shape product priorities, improve customer journeys, and drive measurable business outcomes.

Your responsibilities will include:

• Leading discovery and analysis of business processes, user journeys, pain points, controls, and data requirements.
• Translating strategy into epics, features, user stories, and actionable backlog items.
• Collaborating with Product Leads, engineers, operations teams, compliance specialists, and stakeholders across countries.
• Using customer, operational, risk, and performance data to support decision-making and prioritization.
• Ensuring solutions meet business, security, resilience, legal, and compliance requirements.
• Supporting implementation, adoption, change management, and continuous improvement initiatives.
• Contributing to incident management, root-cause analysis, and sustainable operational improvements.
• Exploring opportunities to leverage automation, AI, and data-driven innovation to improve ways of working.

About the Team

You will join Global Financial Crime & Fraud Prevention, a diverse international organization dedicated to protecting ING and its customers from financial crime risks. Working within the Delivery, Data & AI Transformation team, you'll collaborate with colleagues across business, operations, risk, data, and technology functions to develop scalable solutions with global impact.

Required Skills

We're looking for a professional who brings:

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

Nice-to-have experience:

• Financial Crime Prevention, Anti-Money Laundering (AML), Transaction Monitoring, Fraud, Sanctions, or KYC domains.
• Production support, incident resolution, and operational resilience initiatives.
• Global transformation or standardization programs.
• Data products, data governance, machine learning, AI, or statistics.

What We Offer

• Influence and shape global Transaction Monitoring solutions.
• Work in a culturally diverse environment with international stakeholders.
• Expand your expertise across data, technology, financial crime prevention, and AI-enabled ways of working. [
• Grow your professional network and strengthen your strategic thinking and product development skills.
• Contribute to meaningful work that helps protect customers and strengthen the integrity of the financial system.

Don\'t meet every requirement?

Don\'t meet 100% of the qualifications? Don\'t let that hold you back. Studies show many talented candidates only apply when they meet every requirement. If this role excites you and your experience aligns with much of what we\'re looking for, we\'d love to hear from 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. Apply today.