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Customer Journey Specialist

2 months ago

Sydney, New South Wales, Australia ING Bank N.V. Full time
About the Role

We are seeking a highly skilled Customer Journey Expert to join our Business Banking team at ING Australia. As a key member of our team, you will play a critical role in driving operational excellence and ensuring the delivery of high-quality customer experiences.

Key Responsibilities
  • Develop and implement operational risk management strategies to mitigate potential risks and ensure compliance with regulatory requirements.
  • Collaborate with cross-functional teams to identify customer pain points and develop solutions to streamline customer processes.
  • Assist in the development and enhancement of products to meet evolving business needs and achieve business goals.
  • Design and implement tools and processes to support efficient operations and meet legislative and regulatory requirements.
  • Drive and coordinate product and regulatory changes across Business Banking.
  • Develop and produce regular reporting to support Front Office teams in proactively managing portfolios.
Requirements
  • 5-10 years' experience in a banking or financial services role working in an agile environment.
  • Strong understanding of regulatory and compliance regimes, including APRA, ECB, AML/KYC, Privacy, and Banking Code of Practice.
  • Excellent relationship skills, with the ability to liaise with diverse stakeholders.
  • Experience in aspects of the customer journey, including product, process, channel, and risk.
  • Strong analytical and research skills.
  • Sound knowledge of credit and non-financial risk.
What We Offer
  • Opportunities for professional and personal development, with access to over 16,000 courses.
  • Discounted ING Health Insurance.
  • An additional Rest Day to support your wellbeing.
About Us

At ING, we strive to make life simpler and more worthwhile for our customers, employees, and the community. We celebrate individuality and encourage our people to think differently, take ownership of their work, and make great things happen. We are proud to be a WGEA Employer of Choice for Gender Equality and a certified Family Inclusive workplace.