Customer Journey Expert

Job title: Customer Journey Expert

ING, Australia’s most recommended bank, is looking for an experienced Customer Journey Expert to join our COO Data Delivery Risk team.

Reporting to the Product Area Lead - Risk, you will play a key role in designing, delivering, and continuously improving data-enabled products and customer journeys that support regulatory, risk, and business outcomes. You will partner with stakeholders across Risk, Data, Technology, Operations, Finance, and Product to translate complex regulatory and business requirements into practical solutions, ensuring strong governance, effective risk management, and successful delivery outcomes.

If you're passionate about driving data-led decision making, risk excellence, and regulatory delivery in a complex banking environment, we'd love to hear from you.

What you’ll do …

• Lead the design, delivery, and continuous improvement of data-enabled products and customer journeys that support risk management and regulatory reporting outcomes.
• Own first-line risk management activities, including risk and control assessments, incident management, remediation planning, control testing, and regulatory compliance obligations.
• Drive the delivery of risk model implementation and regulatory reporting initiatives, ensuring appropriate governance, controls, testing, and evidence management throughout the delivery lifecycle.
• Use data, insights, and analytics to identify trends, prioritise opportunities, support decision-making, and enhance customer and business outcomes.
• Collaborate closely with stakeholders across Risk, Finance, Technology, Data, Compliance, Operations, Internal Audit, and external assurance teams to achieve agreed outcomes.
• Facilitate governance forums, provide clear updates on delivery progress and risk exposure, and ensure effective escalation and resolution of issues, dependencies, and control gaps.
• Support regulatory change initiatives by performing business analysis, requirements gathering, impact assessments, testing, implementation validation, and business sign-off activities.

What we’re looking for….

• Proven experience within Financial Services, Banking, Risk Management, Regulatory Reporting, Data Delivery, or related discipline.
• Strong understanding of risk management frameworks, prudential standards, regulatory compliance, and first-line risk management practices.
• Experience delivering complex data, risk, regulatory reporting, or transformation initiatives within a regulated environment.
• Strong analytical and problem-solving skills, with the ability to interpret complex regulatory requirements and translate them into business solutions.
• Demonstrated stakeholder management and influencing capabilities, with experience engaging senior leaders across business and technology functions.
• Proficiency in SQL and data analysis, with knowledge of data governance, data management practices, and risk management systems highly regarded.
• Tertiary qualifications in Finance, Commerce, Business, Mathematics, Computer Science, or a related discipline.

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 if you require any support or adjustments when you apply.

Sounds like your kind of vibe? We can’t wait to hear from you!

Need more?

For support and adjustments, including DEI, LGBTQI+ confidential application support enquiries: [email protected]

Applications close on 18th November