Life Moments Senior Customer Journey Expert

Redesign Customer Experiences That Matter Most
At ING, we're building a dedicated Life Moments team to transform the way we support customers through significant life events and complex customer journeys.
We're looking for a Senior Customer Journey Expert to help design and deliver the future-state customer experience and operating model. This newly created role for a 12 months fixed term contract will play a critical part in reimagining how customers interact with ING during important life moments by simplifying processes, improving experiences and developing scalable solutions that benefit customers, frontline teams and the wider business.
Why Join the Life Moments Team?
You'll have the opportunity to influence customer experiences at scale, working on transformation initiatives that directly improve customer outcomes. Collaborating with stakeholders across the bank, you'll help design sustainable solutions that shape the future of customer support at ING.
What You'll Do
Design and implement future-state customer journeys and operating modelsIdentify opportunities to simplify processes and improve customer outcomesDefine business requirements and partner with Technology teams on solution deliveryDevelop scalable processes, controls and case management approachesLead workshops, influence stakeholders and drive change adoption
What We're Looking For
Proven experience in customer journey design, service design or operating model transformationAbility to translate customer needs into practical business solutionsExperience delivering change across business, operations and technology teamsExcellent stakeholder engagement and facilitation skillsPassion for improving customer experiences and simplifying complexity
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 (email below) if you require any support or adjustments when you apply
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: Skye Griffiths on skye.griffiths@ing.com
For support and adjustments, including DEI, LGBTQI+ confidential application support enquiries: rpoteam.au@ing.com
Applications close Friday 21 August
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