Process and Change Lead

6 months ago

Sydney, Australia ING Full time

**Are you excited by business transformation and digitisation?**

**“Do your thing” as our Process and Change Lead**

It is an exciting time to be joining ING as we embark on a **digital transformation journey** to change and uplift our customer experience. We have an exciting **permanent **opportunity for an analytical and passionate **Process and Change Lead** to be apart of our dynamic team.

With our **“Making the Difference” strategy,** we’re addressing significant changes impacting the banking industry; from changing customer expectations to FinTechs, regulatory requirements and digitalisation. ING’s future aim is to be the next generation digital bank; that provides a customer experience that is clear, convenient, and seamless. Process efficiency enables easy, uniform and digital processes for execution of our “Making the Difference” strategy.

As our Process and Change Lead, you’ll be responsible for delivery of our newly formed Efficiency Program. Within this Efficiency Program, you will work with key stakeholders across the business to understand and drive operational improvements in our Contact Centre, remove friction points for customers, as well as identify initiatives to drive customer self-service.

You’ll be responsible for the end to end delivery of the change, from analysing customer and staff insights, framing the business case, scoping solutions, enagaging the relevant stakeholders and optimising solutions through a program of continous improvement.

**What you’ll do**
- Hands-on and syndicated research in order to appropriately define the Efficiency Program (e.g. side by side observation, seeking out best-practice insights, leveraging global best practice).
- Documentation of the Efficiency Program, and socialisation with all key stakeholders both locally and globally.
- Co-ordination of working groups, building of business cases, and delivery of the Efficiency Program - alongside existing Assisted Channels stakeholders that are involved in efficiency and other customer experience initiatives.
- Communication and training to impacted employees and stakeholders in order to ensure embedment of the initiatives delivered.
- Provide regular project reporting and benefits analysis.
- Utilise your experience in implementing change to participate in broader business transformation projects.

**What you’ll bring**
- Strong experience in translating customer and/or employee journeys into specific processes and requirements from a change focused role.
- Hands on experience delivering and influencing change within a contact centre environment
- A deep understanding of contact centre processes and procedures, centered on efficiency improvement.
- A customer and employee experience-focused mindset.
- Strong attention to detail with an analytical and data driven focus.
- A passion for technology and digital transformation projects.
- The ability to influence and collaborate with stakeholders - creating trust to move towards a common goal through your excellent communication skills.

**What’s in it for you?**
- Annual rest day - an extra day of leave
- Annual impact day - volunteer to have an impact on the community.
- Encouraged work/life balance, with a flexible combination of work from home and work in office.
- Employee Wellbeing Program so that you can be your “Best You.”
- Parental Leave of up to 20 weeks paid leave to eligible employees.
- Discounted ING Home Loans and Health Insurance.
- Drop everything and learn with over 16,000 professional and personal development courses to choose from.

**Discover what our people have to say about working at ING**:
**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 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.

We are all about celebrating success and as a result we are proud to be a WGEA Employer of Choice for Gender Equality and a certified Family Inclusive workplace.

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.)

**Need more?**

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