Process and Change Lead

2 weeks ago

Sydney, New South Wales, Australia ING Full time

At ING Australia, you will have the chance to build a career as unique as you are, with the global scale, support, inclusive culture, and technology to become the best version of you.

And we are counting on your unique voice and perspective to help ING Australia become even better.

Join us and build an exceptional experience for yourself and you will be making a difference to our customer's lives by shaping the way they bank and empowering them to stay a step ahead in life and business.

Ready to do your thing?

Customer experience is our DNA.

If there's a way to make life easier for our customers, we'll find it In this role, you'll be responsible for amplifying the voice of our customers, driving process change projects to support various customer segments and implementing change aligned with industry best practice.

You will be active and visible around the organisation, collaborating on ways to continuously improve the customer experience in a way that aligns to the ING's purpose and customer promise.


What will you be doing? You will...

  • Translate and share customer insights/process gaps and use them to influence and drive recommendations for new initiatives or improvements
  • Drive urgency of the right initiatives for the relevant customer segment, managing and delivering a prioritised change backlog
  • Make customerled decisions and assessments
  • Understand and drive awareness of ING's regulatory obligations to support customers experiencing vulnerability
  • Amplify the Voice of Customer internally with passion and tenacity
  • Identify gaps through 'as is' customer journey maps
  • Facilitate customer journey mapping to design 'futurestate' improvements across the business working with key stakeholders
  • Influence, develop and embed processes to ensure ING adequately supports all Retail customer segments (in particular vulnerable customers)
  • Lead and coordinating project representation for business wide initiatives
  • Manage stakeholders to ensure clarity and understanding of requirements
  • Engage our regulatory, legal, compliance and product teams to ensure compliance of each initiative

What are we looking for? You will have

  • Banking/Financial services experience
  • Project and change management experience
  • Intermediate experience with MS Excel
  • Customer Service Experience and Change Management Experience
  • Proven ability and track record of success collaborating crossfunctionally across an organisation
  • Passionate about delivering results and working in a high performance culture
  • Data analysis experience
  • Excellent influencing skills; strong relationship building ability
  • Organisation skills and time management, to focus on things that truly matter to our customers
  • A high degree of accuracy and attention to detail
  • Passionate about continuous customer experience improvement
  • Selfstarter with an ability to work to deadlines
  • Strong understanding of BCOP standards and compliance requirements to the codes standards (desirable).

About Us


At ING, we want to make life simpler and more worthwhile - for everyone who banks with us, for the people who work with us, and the community at large, too.

When you come to work at ING, you're joining a team where individuality isn't just accepted, it's encouraged.

We've built a culture that's fun, friendly and supportive - it's the kind of place where you can be yourself and make the most of whatever you have to offer.


We give people the freedom to take risks, think differently, take ownership of their work, and make great things happen.

We're here to help you get ahead.

And with our global network, there's plenty of scope to take your career in new directions, perhaps even ones you've never considered.

Sound like the kind of place you'd feel at home? We'd love to hear from you.

(One last thing, ING operates a direct talent sourcing model. So no agency introductions, please.)

  • Change Lead

    2 weeks ago

    Sydney, New South Wales, Australia Change It Talent PTY LTD Full time

    Change Lead role seeks a dynamic leader Support a thriving team Dynamic and fast paced portfolioA unique opportunity has arisen to join a leading Financial Services organisation as a Change Lead. You will join a high performing team with a collaborative and thriving culture. You will have experience in complex change programs including operating model...

  • Change Lead

    2 weeks ago

    Sydney, New South Wales, Australia Bluefin Resources Full time

    $1150 - $1250 per day + super NSW Government | 10 month contract People Management System TransformationHCM Change Management Lead- $1150 - $1250 per day + super 10 month contract NSW Government | Parramatta/Eveleigh + WFHAbout the Role:This NSW Government Organisation is modernising, streamlining and transforming its people management systems and process to...

  • Change and Process Analyst

    2 weeks ago

    Sydney, New South Wales, Australia people2people Full time

    Are you passionate about making a positive impact on urban development and creating a sustainable future? This business is seeking a skilled and motivated Change and Process Analyst to join our dynamic team. As an organization committed to the principles of Sustainable Sydney 2030, we strive to build a green, global, and connected city while fostering social...

  • Change Manager

    2 weeks ago

    Sydney, New South Wales, Australia Change It Talent PTY LTD Full time

    Exclusive to Change It Talent Permanent opportunity for a Change Manager National Organisation that are purpose leadEXCLUSIVE TO CHANGE IT TALENTAn awesome and unique opportunity for a Digital Change Manager has arisen in this purpose lead Organisation. This is a permanent role that will work across a Digital Transformation to support strategic...

  • Process and Change Analyst

    2 weeks ago

    Sydney, New South Wales, Australia Ashdown Consulting Full time

    $68 - $85 /per hour + Super Month Contract Sydney CBD / WFHProcess and Change Analyst | 6 Month Contract***| Up to $93.93/per hr inc. Super- $68 - $85 /per hour + Super Month Contract Sydney CBD / WFHAbout the CompanyThis NSW Government agency is a major service provider who strives to deliver a more consistent and efficient experience within government....

  • Qhse Process Coordinator

    2 weeks ago

    Sydney, New South Wales, Australia Lead Group Consultancy Full time

    Career Progression Rare opportunity to join a manufacturer of this size in Austrlaia On going training and supportLocation: Sydney, AustraliaWe are a leading manufacturer of Industrial Pneumatics and controls, seeking a QHSE Process Coordinator to join our team. Reporting to the QHSE Manager, you will be responsible for ensuring compliance with quality and...

  • Change Lead

    2 weeks ago

    Sydney, New South Wales, Australia Ashdown Consulting Full time

    3 Month Contract |$1547/ day inc. Super Sydney/ WFH (Remote work considered for NSW Resident)Change Lead |3 Month Contract |$1547/ day inc. Super- $1300 - $1400/day + Super Month Contract Sydney/ WFH (Remote work considered for NSW Resident)About the CompanyThis NSW Government agency is a major service provider who strives to deliver a more consistent and...

  • Change Lead

    2 weeks ago

    Sydney, New South Wales, Australia University of New South Wales Full time

    Job no: 524580Work type: full timeLocation: Sydney, NSWCategories: Information TechnologyEmployment Type: 2 x Full time, Continuing role within UNSW IT Remuneration: excellent salary package including leave loading and generous superannuation Location: UNSW Kensington Campus (Hybrid Working Opportunities)About UNSW:UNSW isn't like other places you've worked....

  • Change Lead

    2 weeks ago

    Sydney, New South Wales, Australia Bendigo & Adelaide Bank Full time

    Change LeadClosing date: 22 Mar 2024About the role and teamOur Change and Organisation Design team embed how change is designed, delivered, and measured across the enterprise, working on significant transformation programs of work. Engaging with teams across the Enterprise to prioritise and drive alignment of change that is timely, minimising risk, realising...

  • Change Lead

    2 weeks ago

    Sydney, New South Wales, Australia Tech-Group Svcs-Management & Strategy Full time

    We are seeking a dynamic and experienced Change Lead to join our team. The Change Lead will play a crucial role in driving the success of Domain's technology transformation projects by designing, developing, and executing change and communications initiatives. The role will sit on the transformation program team, reporting directly to the Head of People...

  • Change Lead

    2 weeks ago

    Sydney, New South Wales, Australia axr Full time

    Sydney NSWContract/Temp Major ASX organisation Large property transformation program Initial 12 month contract likely to extendAbout the CompanyThis major organisation is undergoing a large transformation across their operations. As part of that they are undertaking a significant property transformation impacting multiple locations and people, as they...

  • Change Lead

    2 weeks ago

    Sydney, New South Wales, Australia The Next Step Full time

    12-month contract. Salary package circa $230,000 p.a. Flexible environment & Hybrid working 4 days of fulltime Build the practice for change greenfield opportunity. 12month contract. Salary package circa $230,000 p.a. Flexible environment 4 days of fulltime. Hybrid working 2 days in the office at Parramatta. Build the practice for change greenfield...

  • Change Lead

    2 weeks ago

    Sydney CBD, New South Wales, Australia TEKsystems Full time

    TEKsystems, Inc Posted: 20/03/2023Location: Sydney CBDEmployment Type: ContractJob ID:537554Job Summary: Large-Scale Digital Initiative Large Pipeline of Work 2 Year Fixedterm ContractLocated in Ultimo, NSW 2007. This is a long-term opportunity to join a strong change leadership team to deliver a large pipeline of IT initiatives in line with the business's...

  • ERP Change Lead

    2 weeks ago

    Sydney, New South Wales, Australia ClearCompany Full time

    Seeking an Enterprise Change Lead for a large ERP Supply Chain Transformation that will end up running for 2-3 years.My client, a well-established global organisation that operates for a very good cause, is seeking an experienced ERPChange Lead to lead the change management, communication and training strategy, planning and execution to support an Enterprise...

  • Change Lead

    2 weeks ago

    Sydney, New South Wales, Australia Bluefin Resources Full time

    Newly created role, greenfield environment, build a team Hybrid working home and CBD office Enterprise wide transformation across risk, reg, tech & cultural changeThis is a newly created role in a greenfield environment for an experienced Change Lead on a permanent basis with the responsibility for leading the Group Transformation Office Change Management...

  • Change Lead

    2 weeks ago

    Sydney, New South Wales, Australia NSW Government -Customer Strategy & Technology Full time

    You see the big picture, you've always worked on a grand scale, and now you're ready to re-focus on grand impact.You know not all tech and digital roles are the same. This role offers you the chance to be part of the team that ensures we have a safe, efficient, integrated transport system that keeps people and goods moving, connects communities and shapes...

  • Change Lead

    2 weeks ago

    Sydney, New South Wales, Australia SB Recruitment Full time

    Salary:- $ $850.00 Day plus super- Contract Type: Temporary- Location: Sydney NSW- Industry: Executive Management- Contact Name: Kim McKenzie- Contact Phone:Date Published: 18Mar2024- The Company.Our client is an Organisation within the NSW Government that prioritises efficient services across our state. The department operates to the best of their ability...

  • Change Lead

    2 weeks ago

    Sydney, New South Wales, Australia The Royal Australasian College of Physicians Full time

    Posted: 07/03/2024Closing Date: 20/03/2024Job Type: Fixed Term ContractLocation: Sydney CBDJob Category: Consulting and StrategyAbout the RACPThe Royal Australasian College of Physicians ('RACP') connects, represents, and trains physicians and trainee physicians across Australia and Aotearoa New Zealand. The RACP provides services to support the delivery of...

  • Change Lead

    2 weeks ago

    Sydney, New South Wales, Australia Talent International Full time

    australia sydney contract negotiableTalent is partnering with our consulting client to source a Change Lead to work on a SuccessFactors implementation for their Defence client. Our client is a globally recognised advisory and consulting firm and a leader in their field.Requirements: Proven experience leading change management initiatives in a fastpaced...

  • Change Lead

    2 weeks ago

    Sydney, New South Wales, Australia T+O+M Executive Full time

    Change Lead 18months FTC Utilities CBD office / hybrid- $230,000 packageOur client is going through a really exciting period and the next few years and beyond will be hugely transformational for them as they navigate towards Net Zero.The Head of Change is looking for a Change Lead for an ERP transformation. The role will report into the Program Manager with...