Process and Change Expert

5 days ago

Sydney, Australia ING Full time

**Are you excited about transformation and digitisation?**

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

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 a **permanent **opportunity for an analytical and passionate **Process and Change Expert** to be apart of our dynamic team.

As a team member within **Customer Experience and Service - Projects and Change**, your main focus will be the ownership and coordination of channel improvement initiatives & small change projects that impact or drive positive outcomes for our customers and the performance of the business unit. You’ll be working closely with our Contact Centre team as you further enhance the level of experience provided to our customers.

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

**What you’ll do**
- Provide project representation for business wide initiatives impacting CE&S to assess impact on channels.
- Recommend and implement channel improvement initiatives, taking into consideration requests of stakeholders, strategic focus areas and impacts to risk.
- Manage engagement with key business stakeholders.
- Perform ad hoc analysis and investigation on key business metrics, and performance indicators to assist in achieving business objectives and operational efficiency.
- Undertake business case development for change projects requiring executive sponsorship or Tribe resources.
- Implement your influencing skills to enable effective cross functional achievement of objectives.

**What you’ll bring**
- The proven ability to champion change, and have a curious and “Customer First” mindset that is not afraid to challenge the status quo
- Experience in project management or small change implementation with a customer focus would be high desirable.
- The ability to communicate and maintain relationships with stakeholders of all levels.
- Strong presentation skills, including written and verbal. Intermediate to advanced Excel skills would be highly desirable.
- Excellent organisation and time management skills.
- Business case development abilities with a passion for analytical thinking.

**What’s in it for you?**
- Parental Leave of up to 14 weeks paid leave for eligible employees.
- Annual rest day.
- 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.”
- Discounted ING Health Insurance and ING Home Loans.

**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 modern and progressive team where individuality isn’t just accepted, it’s encouraged. You’ll be surrounded by people who are friendly, inclusive and respectful, who want you to reach your potential. It’s one of the many reasons we’re proud to be an Employer of Choice for Gender Equality.

We give people the freedom to take risks, stay curious and think differently, and seek new and better ways to make 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.)

This role is NSW based. ING’s approach to flexible working (FlexING) means you can work 50/50 in office (Sydney or Wyong) and from home.

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