Life Moments Senior Customer Journey Expert

Location: Sydney, Australia

Company

ING is a bank focused on simplifying and improving experiences for customers, employees, and communities.

What you will do

• Design and implement future-state customer journeys and operating models for significant life events.
• Identify opportunities to simplify processes and improve customer outcomes.
• Define business requirements and partner with Technology teams on solution delivery.
• Develop scalable processes, controls, and case management approaches.
• Lead workshops, influence stakeholders, and drive change adoption across the organisation.

Requirements

• Proven experience in customer journey design, service design, or operating model transformation.
• Ability to translate customer needs into practical business solutions.
• Experience delivering change across business, operations, and technology teams.
• Excellent stakeholder engagement and facilitation skills.
• Strong interest in improving customer experiences and simplifying complexity.

Culture & Benefits

• Inclusive, supportive, and family-inclusive workplace.
• Opportunities to work on transformation initiatives that improve customer outcomes at scale.
• Collaboration with stakeholders and global colleagues.
• Support and adjustments are available throughout the recruitment process.

Hiring process

• Applications close Friday 21 August.
• Confidential support and adjustments are available for candidates who require them.