KYC Customer Journey Expert | Private Individuals & Business Banking @ ING Bank

As a KYC Customer Journey Expert, you help shape secure, intuitive and compliant customer experiences that reduce friction and build trust. You work with autonomy in an agile environment, bringing clarity to complex processes and delivering solutions that make a real impact for ING’s customers and the business.

You’ll join a collaborative, multidisciplinary KYC squad focused on improving processes end‑to‑end. The team combines business, risk, data and IT expertise, working in an open, agile setup where curiosity, responsibility and continuous learning guide our day-to-day work.

Your day to day

• Role responsibilities include the development, implementation, and administration of KYC processes for individual and corporate clients, with the objective of ensuring compliance and a consistent customer experience.
• Initiating changes based on customer insights, stakeholder feedback, and business requirements, as well as aligning the work area with internal and external partners to ensure accurate expectation setting.
• Optimization opportunities, defining new functionalities, and designing suitable solutions to reduce friction within operational processes.
• Drafting functional specifications for IT teams, monitoring delivery stages, and ensuring appropriate testing.
• Preparing and updating KYC-specific documentation, analyzing data, and integrating user feedback into the design of customer journeys.
• Monitoring market developments, technological advancements, and relevant regulatory updates.
• Within project-related activities, responsibilities include managing deliveries, coordinating stakeholders, overseeing resource allocation, and collaborating with external partners.
• Informing management, reporting progress, addressing issues, documenting project outcomes, and ensuring proper project closure.
• Compliance with internal regulations, safety standards, and the Code of Conduct is mandatory, alongside taking on additional responsibilities as per business needs.

What you bring to the team

• Strong knowledge of global and local regulatory frameworks (e.g., KYC, FATCA/CRS).
• More than 4 years of banking experience and minimum 3 years working in a similar KYC process or project-oriented position.
• Experience with user journey design, customer testing, and digital onboarding or servicing flows.
• Ability to interpret and draft business documentation, process flows, and technical specifications.
• Proven capacity to generate innovative ideas for automation and digitalization.
• Strong analytical, organizational, and problem‑solving skills, with the ability to work under pressure and meet deadlines.
• Excellent communication skills in English and Romanian — clear, structured, and audience‑aware.
• A proactive, curious mindset aligned with ING’s Orange Code: you take ownership, make it happen, and help others succeed.

What we offer

• Impactful work in a fun and collaborative environment.
• Open-concept offices designed for both team work and relaxation.
• Corporate events and social gatherings.
• Hybrid way of working with flexible working schedule and short week options.
• Monthly budget on Benefit platform.
• Extra annual leave days depending on the total length of working experience.
• Growth opportunities through upskilling/ reskilling programs and a variety of learning and development platforms: ING Learning Centre, Udemy, Bookster, as well as through trainings and certifications.
• Possibility to access Internal roles, International Short-Term Assignments or Long-Term Assignments.
• Context to make an impact through Sustainability and Corporate Social Responsibility projects.

Job Application Safety Reminder

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• Apply only via official ING platforms. ING uses Workday as its recruitment system.
• Verify the sender’s email — it should only come from @ing.com or @myworkday.com.
• Know that ING will never request payments or banking details during the recruitment process.

How to Apply

Click “Apply” on our careers site and submit your application through Workday. We’re excited to meet you!

ING believes in a world where everyone has the right to grow and progress in their own way. We express this in our global tagline, “do your thing”. Perhaps more than in any other large company, we extend our belief in the power of autonomy to our own people. But there’s a catch. In return for great freedom, we expect people to do great things for our customers, our stakeholders, and ING at large.

To work here is to be surrounded by people who are energetic, ambitious, friendly and respectful: talented specialists who take the responsibility and autonomy to make great things happen. We stay curious, thrive on change, and seek new and better ways to make it happen. Active in Romania for more than 30 years, ING Bank pioneered and challenged the local banking industry. Technology and innovation are at the core of what we do, making our products relevant for our customers’ lives and businesses.

ING Bank Romania is the only bank with an organic growth within the top 10 local banks by assets, without acquisitions of client portfolios or other banks. ING Bank Romania is an universal bank with more than 1.8 million customers from three business segments: individuals (retail), SME and Mid-Corporate companies and Wholesale Banking.

Join us!