Customer Journey Expert

It's a fun and exciting time to join ING, Australia's most recommended bank for the 4th year running We're on the hunt for a Customer Journey Expert to facilitate initiative delivery to our Wholesale Banking division.

This position is a broad role responsible for delivering a variety of products and improvements that the Wholesale Banking front office can use. This can be anything from the implementation of new systems, on-boarding service providers, mapping processes, implementing new products or carrying out due diligence.

You will run agile ceremonies, develop business plans, engaging stakeholders across the bank to ensure that the projects you are involved in are delivered smoothly and the risks are managed appropriately.

Ready to make an impact?

What you'll do
- Work together with other experts to support and execute the deliverables planned for Wholesale Banking and other domains
- Contribute to the definition of the Customer Value Proposition by providing analysis of product and service solutions
- Develop and enhance products in a profitable and appropriate way to achieve business goals
- Determine and formulate the business and product requirements for existing and new products and services within the legislative and regulatory frameworks and in line with customer interests
- Propose and implement structural improvements to work processes, products, services or channels following improvement needs being identified
- Contribute to all sprint events, co-managing backlog of user stories and represent the product to internal / external stakeholders
- Manage product risks and requirements relating to the customer, supplier and regulators including all financial and non-financial risk

What we're looking for
- 5+ years Experienced in Business Requirements Analysis within a Financial Services organisation
- Bachelor's degree in commerce, business, information systems or analytical discipline
- Products/Services Management and Development experience - particularly if in banking / wholesale banking
- Action planning - expertise in acting as the authority on developing plans or performing actions based on recommendations or requirements
- Experience in business facing change management positions
- Experience working in agile delivery environments, embedding new systems and processes in a controlled manner
- Track record of delivery

What's in it for you?
- Drop everything and learn with over 16,000 professional and personal development courses to choose from
- Discounted ING Health Insurance
- An additional Rest Day to support your wellbeing

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?
Contact Mark Montgomery on

Applications close Wednesday 5th February 2025

Before you apply

ING is Australia's most recommended bank according to RFi XPRT Survey, February 2021 - July 2021 (n = 31,903) when compared to customers of 20 other banks operating in Australia.

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