At a Glance
- Tasks: Design and implement customer journeys that simplify experiences during significant life events.
- Company: Join ING, a fun and inclusive bank focused on transforming customer support.
- Benefits: Enjoy a supportive culture, career growth, and the freedom to be yourself.
- Other info: Be part of a diverse team where individuality is celebrated.
- Why this job: Make a real impact by improving customer experiences at scale.
- Qualifications: Experience in customer journey design and excellent stakeholder engagement skills.
The predicted salary is between 45000 - 55000 $ per year.
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, 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. 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 if you require any support or adjustments when you apply.
Life Moments Senior Customer Journey Expert - 12 months fixed term contract in Sydney employer: ING Bank (Australia) Limited
ING Bank (Australia) Limited is an exceptional employer that fosters a dynamic work culture focused on innovation and collaboration. As a Mortgage Origination Digitisation Lead, you'll have access to extensive employee growth opportunities, including professional development and the chance to work with cutting-edge technology in a supportive environment. Located in Australia, you will be part of a global team that values diversity and encourages creative solutions, making it a rewarding place to advance your career.
Contact Details:
ING Bank (Australia) Limited Recruitment Team
