Product Lead KYC Customer Interactions

KYC is touching basically all products and services at ING, the Tribe is organized around two main areas : Customer Due Diligence, Customer Integrity Monitoring and Screening.

• As Product Lead Customer Interactions, you deliver a state-of-the-art, frictionless exchange between KYC and our customers across various touchpoints. You lead the implementation of solutions that ease customer experience in providing the required information.
• Regulatory requirements drive us to update customer data on regular basis. You make a difference how the information from clients gets embedded in our review systems. You ensure the right data are available to our analytics and monitoring models
• We promote digtal and data driven exchanges in our secured environments. You are responsible for the implementation and maintenance of the processes and tooling used in the Customer Interactions required for Customer Due Diligence Reviews for ING Belgium. You closely work together with our CX department, customer segments and the Compliance Department of ING Belgium and ING Group.
• You also ensure that non-digital interactions are organized in the most efficient and customer friendly way possible.
• You define “how things need to be done” and this will result in a.o. the design and implementation of digital and manual processes and instructions.
• You have a keen eye on the overall performance, customer responsiveness and their feedback to support our continuous improvement cycles
• You enable our vision, you source and migrate the existing framework into state-of-the-art workflows supplemented where relevant with analytical insights.

In a nutshell, your key responsibilities as a Product Lead:

• Own the CDD customer interaction process end-to-end, including its change and delivery roadmap end-to-end. You are accountable for the vision, including functionality, technology, user experience design.
• You empower your team members to thrive and perform at their best. You set direction, you help them to develop their craftsmanship and you have continuous conversations about their career development.
• You anticipate and analyze market trends to ensure the product’s regulatory and business position
• You define the roadmap for implementation in line with our regulatory and customer promise through ordering and prioritizing the backlog, in close collaboration of many contributing stakeholders.
• Ensuring adherence to Process Control and Performance adherence Standards, compliance with relevant regulation, policy requirements and customer promises.
• Steering and guiding a team of Customer Journey Experts, working in multiple squads organized around your product providing them with a strategic direction to realize results.

How to succeed

We hire smart people like you for your potential. Our biggest expectation is that you’ll stay curious. Keep learning. Take on responsibility. In return, we’ll back you to develop into an even more awesome version of yourself.

As a Product Lead, you further have:

• Experience in defining strategies and policies in order to set and deliver objectives within medium to long time frames
• Relevant experience in the digitalization and automation of CDD workflow solutions, implementation of impactful UX and CX improvements
• A proven track record in processes of digitalization, backlog management and resource planning
• A proven track record in turning data into insights into action, preferably in a financial institution
• Sound experience in building and executing strategic roadmaps
• Experience in explaining complex issues in an easy-to-understand way to get people on board, including by using your strong analytical skills
• An excellent level of English
• A Master’s Degree

You will also need to be able to:

• Build an effective team that has diverse skills and perspectives (and stays up to date on them) to achieve common goals
• Communicate effectively, in which you can adapt your style and the content of your communication to the needs of others you work with. You always pay attention to the input and opinions of others
• Have a customer focus, where you build strong customer relationships and deliver customer-centric solutions
• Be organizational savvy, you maneuver easily through complex policies, processes and people-related organizational dynamics across ING
• Look ahead, you show a strategic mindset, and you find future opportunities which you can translate into concrete strategies
• Be tech savvy, where you anticipate and leverage innovations in digital and technical applications that make ING more effective in its fulfillment of KYC obligations.

As a Product Lead you will have the opportunity to invest in your personal and professional growth.

As we believe that content knowledge is a key component of our success, we offer a wide variety of training, including external certifications & attendance to conferences, to ensure your continued growth, without of course forgetting about the training on the job. We also take your personal development seriously and invest in your personal growth through continuous coaching & feedback.

The team

As a Product Lead you are part of the KYC Tribe Leadership Team consisting of six Product Leads and two Product Area Leads. You report hierarchically to the Product Area Lead Customer Due Diligence, where multiple products come together. You will be at the forefront of an important part of our banking operations in Belgium and become part of an energetic and collaboration-driven team. Within a constantly changing environment, you will make an impact while you are involved in how we build the future of KYC.