Customer Journey Expert

13 hours ago

Sydney, Australia ING Full time

Are you driven by the desire to shape the future of banking? As **Customer Journey Expert** for our **Daily Banking Transformation initiative**, you'll be a key contributor to the modernising and transforming of ING's Daily Banking proposition to drive our customer and business growth aspirations. This role places you at the heart of our strategic mission across daily banking products, technology and service offering.

**Please note this is a 6-months fixed term opportunity to commence January 2025**

The **Daily Banking Transformation program** consists of several dynamic streams across Daily Banking, Digital, Customer Interactions, Operations and Technology. Reporting hierarchically to the Product Lead, Daily Banking Transformation, you will support multiple business delivery streams, including Business Design and Implementation, and drive cross-functional efforts across stakeholder groups including research and design, technology, operations, risk and delivery. Your experience in re-imagining banking propositions will be crucial in creating a market leading Daily Banking offer to customers that ensures we retain our pay/save market leadership position, in a sustainable and commercially viable way for ING.

As the CJE, you'll also bring both creative and pragmatic solutions to ensure we can achieve our Leap ambition of being the most loved mobile-led bank in Australia. You'll engage with customers, stakeholders and support executive committee packs and discussions as part of the socialisation and decision-making process. You will work with the core team to ensure we are taking actions regularly that benefit our customers and business while working on the strategic end-state in parallel.

**What you’ll do**
- Together with the core team, you will contribute to the business and implementation streams of the Daily Banking Transformation, ensuring alignment with the bank's strategic objectives
- Input into the Daily Banking proposition redesign based on research, insights, customer testing, and engagement with all relevant internal stakeholders
- Execute on short-, medium
- and long-term actions that you have proposed in order to meet our business ambitions
- Ensure alignment with BAU business teams and a seamless experience for internal and external customers when designing and executing actions that come out of the transformation program
- Support the broader transformation team on key milestones and scope including schedule, budget, deliverable quality, workforce planning, procurement, stakeholders, integration and risks/issues;
- Foster effective collaboration between internal teams, external vendors, and stakeholders;
- Ensure the Daily Banking future state meets regulatory, security, and compliance requirements.

**What we’re looking for**
- Minimum of 5 years of experience in product management and/or transformation, preferably within financial services (with a focus on daily banking products desirable)
- Experience with business and technology transformations with multiple stakeholders and vendors
- A strong understanding of the competitive landscape both locally and globally relating to best-in-class daily banking propositions
- Strong knowledge of daily banking products, banking operations, processes, and regulatory requirements
- Experience in driving and interpreting customer research, financial management of an E2E portfolio, and relevant business acumen required to iterate existing propositions as well as build new ones
- Demonstrated experience utilising both agile and waterfall methodologies to successfully deliver projects
- Excellent communication and stakeholder management skills

**What’s in it for you?**
- Pivotal role in leading one of the most critical strategic initiatives for ING Australia
- International Career Opportunities
- Drop everything and learn with over 16,000 professional and personal development courses to choose from
- Wellbeing and Volunteer Days

**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

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