• Lead digitisation initiatives that streamline and automate customer journeys across Daily Banking.

• Analyse customer behaviour, feedback and pain points to identify opportunities for journey and process improvement.

• Own and optimise the endtoend onboarding and application experience for key banking products.

• Drive agile delivery by managing backlogs, contributing to sprint rituals and ensuring initiatives land with quality.

• Manage issues, incidents and product risks, implementing structural improvements across systems and processes.

• Collaborate closely with crossfunctional teams Tech, Operations, Digital, Contact Centre and Marketing to deliver seamless, customercentric outcomes.

What were looking for

• Excellent digital product expertise with a proven track record in designing and delivering digital solutions that improve customer outcomes.

• Deep customer experience and journey optimisation skills, including analysing pain points, defining moments of truth, and redesigning journeys endtoend.

• Handson experience in customer onboarding and lifecycle management, especially improving application flows, onboarding processes, and ongoing engagement.

• Ability to lead digitisation and process improvement initiatives that enhance efficiency, automation, and customer satisfaction.

• Exceptional stakeholder management and collaboration skills, working across tech, operations, contact centres and digital teams to deliver customercentric outcomes.

• Banking experience is not requiredwhat matters is your digital, analytical, and customerfirst mindset, and your ability to deliver meaningful improvements to customer journeys.

Whats 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, 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 29 May

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