at ING Bank
OtherPosted 8 days ago
No clicks
**Senior Customer Journey Expert** in Life Moments team for 12-month fixed term. Design & deliver future-state customer journeys & operating models, simplify processes, & drive scalable solutions. Proven experience in journey design, service design, or transformation. Influence business, operations & technology teams. Improve customer outcomes at scale.
- Compensation
- Not specified
- City
- Sydney
- Country
- Australia
Currency: Not specified
Full Job Description
Redesign Customer Experiences That Matter Most
At ING, we're building a dedicated Life Moments team to transform the way we support customers through significant life events and complex customer journeys.
We're looking for a Senior Customer Journey Expert to help design and deliver the future-state customer experience and operating model. This newly created role for a 12 months fixed term contract will play a critical part in reimagining how customers interact with ING during important life moments by simplifying processes, improving experiences and developing scalable solutions that benefit customers, frontline teams and the wider business.
Why Join the Life Moments Team?
You'll have the opportunity to influence customer experiences at scale, working on transformation initiatives that directly improve customer outcomes. Collaborating with stakeholders across the bank, you'll help design sustainable solutions that shape the future of customer support at ING.
What You'll Do
- Design and implement future-state customer journeys and operating models
- Identify opportunities to simplify processes and improve customer outcomes
- Define business requirements and partner with Technology teams on solution delivery
- Develop scalable processes, controls and case management approaches
- Lead workshops, influence stakeholders and drive change adoption
What We're Looking For
- Proven experience in customer journey design, service design or operating model transformation
- Ability to translate customer needs into practical business solutions
- Experience delivering change across business, operations and technology teams
- Excellent stakeholder engagement and facilitation skills
- Passion for improving customer experiences and simplifying complexity
About Us
At ING, were 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 were proud to support. Joining ING means stepping into an environment where your individuality isnt just welcomed - its celebrated. Weve built a culture thats fun, inclusive and supportive, giving you the freedom to be yourself, so you can do your thing.
Whether youre taking ownership of exciting projects, thinking outside the box, or working with global colleagues, youll find ING is the kind of place where growth isnt just a possibility; its a promise. As a WGEA Employer of Choice for Gender Equality and Family Inclusive workplace, youll 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 youre interested but dont meet all the criteria, we encourage you to apply. Were invested in fostering a diverse and inclusive workplace (opens in new window) where everyone feels like they belong. Were 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 cant wait to hear from you!
(One last note: We operate using a direct talent sourcing model, so no agency introductions, please.)
ING is Australias most recommended bank according to RFI Globals Consumer Atlas Survey, JanuaryJune 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 (opens in new window)
For support and adjustments, including DEI, LGBTQI+ confidential application support enquiries: rpoteam.au@ing.com (opens in new window)
Applications close Friday 21 August
#LI-DNI
