Associate Customer Journey Expert, Safe Business Lending

Location: Sydney, Australia

Company

ING is a digital bank focused on simpler and more rewarding banking experiences for customers and inclusive growth for its people and communities.

What you will do

• Support risk, issue management, and remediation activities across Mortgages, Insurance, and Consumer Lending products.
• Contribute to customer remediation programs through impact assessments, root cause analysis, and solution development.
• Investigate risk events, maintain clear documentation, and support timely closure.
• Help design, implement, and monitor controls that improve customer outcomes and reduce future risk.
• Coordinate actions with business and risk stakeholders, track progress, and drive positive customer and business outcomes.

Requirements

• Experience or demonstrated capability in customer remediation, operational risk, product management, process improvement, or issue management.
• Strong analytical and problem-solving skills, including the ability to assess information and exercise sound judgment.
• Effective communication and stakeholder relationship-building skills.
• Customer-focused, detail-oriented, and able to manage competing priorities in a fast-paced environment.
• Curiosity, adaptability, and willingness to develop expertise in customer journeys, risk management, and fair customer outcomes.

Culture & Benefits

• Inclusive, supportive, and collaborative working environment.
• Opportunities to work with global colleagues and contribute to meaningful change.
• Discounted ING Health Insurance.
• An additional Rest Day to support wellbeing.
• An IMPACT day for approved sustainability volunteering.