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

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 will 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 role responsibilities include:

• The development, implementation, and administration of KYC processes for individual and corporate clients, ensuring compliance and a consistent customer experience.
• Initiating changes based on customer insights, stakeholder feedback, and business requirements, aligning the work area with internal and external partners to ensure accurate expectation setting.
• Identifying 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, analysing data, and integrating user feedback into the design of customer journeys.
• Monitoring market developments, technological advancements, and relevant regulatory updates.
• Managing project-related activities, including 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 a minimum of 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 teamwork 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.
• 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.

To protect yourself from fraudulent job offers, please apply only via official ING platforms. 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.

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