Associate Customer Journey Expert

Join the Tribe Driving Smarter Banking Experiences

At ING, millions of customers across 40+ countries rely on our banking products and services. As part of our team, you'll help shape how they bank—creating seamless experiences that empower them to stay a step ahead in life and business. If you're ready to make a meaningful difference, this is your moment.

The Daily Banking Tribe drives the strategy and performance of ING's core banking products. We work across the business to deliver smart, customer-focused solutions that make banking simpler, faster, and better.

We're on the lookout for an Associate Customer Journey Expert to join the tribe. In this role, you'll work both independently and collaboratively to support the development and management of ING's Daily Banking products—bringing fresh thinking, strong execution, and a passion for customer experience.

What You'll Do

• Support daily banking product operations including rate changes, disclosures, and escalations.
• Collaborate with cross-functional teams to enhance customer journeys and product performance.
• Implement and monitor processes to improve operational efficiency and customer outcomes.
• Contribute to product strategy, ensuring alignment with customer needs and regulatory trends.
• Identify and deliver improvements to product workflows, services, and customer touchpoints.
• Represent the voice of the customer in solution design and decision-making.

What We're Looking For

• 1+ years' experience in product management, process optimisation, or project delivery.
• Robust analytical and problem-solving skills with a data-driven mindset.
• Proven ability to contribute to projects and manage financial targets.
• Fluency in Microsoft Office, especially Excel and PowerPoint.
• Excellent communication and stakeholder engagement skills.
• A customer-first mindset with the ability to challenge ideas and drive innovation.

What's in it for you?

• Discounted ING Health Insurance
• An additional Rest Day to support your wellbeing
• An IMPACT day to volunteer on approved sustainability activity

About Us

 

At ING, we're all about making life simpler and more rewarding - for the people who bank with us, the team members who work with us, and the communities we're proud to support. Joining ING means stepping into an environment where your individuality isn't just welcomed - it's celebrated. We've built a culture that's fun, inclusive, and supportive, giving you the freedom to be yourself, so you can do your thing.

Whether you're taking ownership of exciting projects, thinking outside the box, or working with global colleagues, you'll find ING is the kind of place where growth isn't just a possibility; it's a promise. As a WGEA Employer of Choice for Gender Equality and Family Inclusive workplace, you'll feel the difference in how we value and champion our people.

We make hiring decisions based on your skills, capabilities, and how you align with our values - not on ticking every box. So, if you're interested but don't meet all the criteria, we encourage you to apply. We're invested in fostering a diverse and inclusive workplace where everyone feels like they belong. We're your allies in helping you do your thing during the recruitment process, so let us know if you require any support or adjustments when you apply.  Let us know if you'd like to chat with an LGBTQ+ Confidential contact.  

Sound like your kind of vibe? We can't wait to hear from you

(One last note: We operate using a direct talent sourcing model, so no agency introductions, please.)

ING is Australia's most recommended bank according to RFI Global's Consumer Atlas Survey, January–June 2025 (n = 29,510) when compared to customers of the 10 largest ADIs operating in Australia.

Need more? 

Contact Rachel Yuen on

Applications close 8th October 2025

Internal advert blurb:
 
Before you apply 
Here at ING we consider employee development to be important and encourage existing employees to apply for suitable internal positions. It is expected that any employee applying for a vacant position would have been in their current role for a minimum of twelve (12) months before applying. This may be waived in special circumstances and after consultation with your manager  

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