What You'll Do
Analyse customer contact drivers across payment journeys to understand why customers need support and identify opportunities to reduce customer effort.
Use customer, operational and performance data to uncover trends, root causes and improvement opportunities.
Partner with stakeholders across Product, Operations, Customer Experience, Risk and Contact Centre teams to influence and drive positive change.
Facilitate customer journey and process mapping activities to identify friction points and prioritise enhancements.
Design and champion solutions across communications, processes and customer experiences that simplify banking and improve customer outcomes.
What We're Looking For
Experience in Customer Journey, Business Analysis, Product Management or a similar role within retail banking or financial services.
Proven analytical and problem-solving capability with the ability to translate insights into practical recommendations.
Excellent stakeholder management skills and the ability to influence across a broad range of business areas.
Knowledge of retail banking products and customer journeys across payments, transaction accounts, mortgages, credit cards or customer servicing.
Experience with customer journey mapping, process mapping and documenting business requirements.
What’s in it for you?
Discounted ING Health Insurance
An additional Rest Day to support your wellbeing
An IMPACT day to volunteer on approved sustainability activity
About Us
At ING, we’re all about making life simpler and more rewarding - for the people who bank with us, the team members who work with us, and the communities we’re proud to support. Joining ING means stepping into an environment where your individuality isn’t just welcomed - it’s celebrated. We’ve built a culture that’s fun, inclusive, and supportive, giving you the freedom to be yourself, so you can do your thing.
Whether you’re taking ownership of exciting projects, thinking outside the box, or working with global colleagues, you’ll find ING is the kind of place where growth isn’t just a possibility; it’s a promise. As a WGEA Employer of Choice for Gender Equality and Family Inclusive workplace, you’ll feel the difference in how we value and champion our people.
We make hiring decisions based on your skills, capabilities, and how you align with our values - not on ticking every box. So, if you’re interested but don’t meet all the criteria, we encourage you to apply. We’re invested in fostering a diverse and inclusive workplace where everyone feels like they belong. We’re your allies in helping you do your thing during the recruitment process, so let us know (email below) if you require any support or adjustments when you apply
Sound like your kind of vibe? We can’t wait to hear from you!
(One last note: We operate using a direct talent sourcing model, so no agency introductions, please.)
ING is Australia’s most recommended bank according to RFI Global’s Consumer Atlas Survey, January–June 2025 (n = 29,510) when compared to customers of the 10 largest ADIs operating in Australia.
Need more?
Contact: Skye Griffiths on skye.griffiths@ing.com
For support and adjustments, including DEI, LGBTQI+ confidential application support enquiries: rpoteam.au@ing.com
Applications close Thursday 19 November
Before you apply
Here at ING we consider employee development to be important and encourage existing employees to apply for suitable internal positions. It is expected that any employee applying for a vacant position would have been in their current role for a minimum of twelve (12) months before applying. This may be waived in special circumstances and after consultation with your Manager
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