Life Moments Transformation - fixed term opportunities

At ING, we're committed to supporting customers through some of life's most significant moments with empathy, care and excellence. As part of our focus on customer outcomes, we're establishing a dedicated Life Moments team to transform how we support customers through complex life events and critical moments that matter most. 

The Life Moments Transformation Program will deliver a range of customer experience, remediation and transformation initiatives designed to improve outcomes for customers, colleagues and the business. This may include supporting customers through significant life moments such as Deceased Estates and Powers of Attorney, alongside other vulnerable customer journeys, customer outcome programs and operational improvements. Through this work, we'll simplify customer experiences, strengthen governance / controls and build sustainable solutions for the future. 

We're looking for passionate and experienced employees who want to play a pivotal role in improving customer experiences, delivering fair customer outcomes and shaping how ING supports customers when it matters most. 

Why Join the Life Moments Team? 

This is a unique opportunity to work on high-profile initiatives that make a meaningful difference to customers and the business. You'll collaborate across Product, Operations, Technology, Risk and Compliance, helping shape the future of customer outcomes at ING while building valuable experience in transformation, remediation, customer journey design and operating model uplift. 

Opportunities Available 

Life Moments Product Area Lead (PAL) – 12 months FTC  

As the leader of the Life Moments program, you will oversee the end-to-end delivery of a significant transformation initiative. You'll bring together customer remediation, customer journey redesign, operational change, technology uplift and governance to create a sustainable  

future-state operating model and experience for customers and frontline teams. 

What you'll do 

• Lead a high-profile, cross-functional transformation program 
• Create and execute an integrated roadmap across remediation, customer journey uplift and operational change 
• Drive senior stakeholder engagement across Product, Operations, Technology, Risk, Legal and Compliance 
• Establish governance, reporting and delivery disciplines 
• Coach and lead a team of experts to achieve program outcomes 

What we're looking for 

• Experience leading large-scale transformation, remediation or business change programs 
• Exceptional leadership and stakeholder management capability 
• A customer-first mindset coupled with sound risk and governance expertise 
• Proven ability to drive outcomes in complex and ambiguous environments 
• Experience working across business, operations and technology teams 

Senior Customer Journey Expert – 12 months FTC 

This role will lead the design and delivery of a future-state customer experience and operating model. You'll help reimagine how ING supports customers through significant life moments by designing better processes, experiences, tools and ways of working. 

What you'll do 

• Design and implement future-state customer journeys and operating models 
• 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 

What we're looking for 

• 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 
• Passion for improving customer experiences and simplifying complexity 

Customer Remediation Lead – 6 months FTC 

This role is focused on ensuring impacted customers receive fair, timely and consistent outcomes. You will lead the end-to-end remediation stream, including identifying impacted customers, developing remediation approaches and delivering fair, customer-focused and regulator-defensible outcomes. 

What you'll do 

• Lead customer remediation activities from design through to execution 
• Develop remediation methodologies, treatment approaches and governance materials 
• Oversee customer impact assessments, calculations and payment execution 
• Partner with Risk, Compliance, Legal, Finance, Data and Technology teams 
• Ensure remediation activities align with regulatory and internal framework requirements 

What we're looking for 

• Experience leading customer remediation programs or customer outcome initiatives 
• Exceptional understanding of conduct risk, remediation frameworks and governance 
• Analytical capability and experience working with complex customer data 
• Excellent judgement, stakeholder management and problem-solving skills 
• Ability to drive delivery in a highly regulated environment 

If you're passionate about customer outcomes, transformation and creating better experiences for customers, we'd love to hear from you. 

Please submit your application outlining: 

• The role(s) you are interested in 
• A brief summary (one page) of your relevant experience 
• Why this opportunity appeals to you 

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 (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 **************@ing.com  

For support and adjustments, including DEI, LGBTQI+ confidential application support enquiries: **********@ing.com  

Applications close Friday 21 August  

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