At ING, we're committed to making banking simpler, smarter, and more human — and that starts with how we design and deliver our customer experiences.
We're looking for a Senior Process and Change Expert – Contact Centre to play a critical role in shaping and improving how our assisted channels operate.
In this role, you'll take end-to-end ownership of customer journeys across Contact Centre and Complaints, driving optimisation across processes, platforms, and service models.
You'll lead initiatives that translate customer insights, frontline feedback, and performance data into measurable improvements, helping reduce customer effort, improve service outcomes, and deliver sustainable operational efficiency.
Working closely with operations, risk, technology, and product teams, you'll help drive end-to-end journey excellence and value realisation across Assisted Channels.
This is a 12‐month contract role that can be based in Sydney or Wyong.
A Sydney based candidate will be expected to travel to Wyong twice per week.
What you'll do
Own the end-to-end uplift and continuous improvement of customer journeys across assisted channels, driving measurable enhancements to both customer experience and operational efficiency.
Lead and deliver process improvement and transformation initiatives to enhance customer and operational outcomes.
Translate customer insights, Voice of Customer, and operational data into prioritised, measurable improvements.
Drive end-to-end change delivery, from discovery and design through to implementation and embedment.
Partner with stakeholders across operations, technology, risk, and product to deliver compliant and sustainable change.
Optimise Assisted Channel capabilities (e.g. contact centre, chat) and track benefits realisation across performance metrics.
What we're looking for




Strong experience in customer journey optimisation, process improvement, or transformation within a regulated environment.
Proven ability to lead end-to-end change initiatives and deliver measurable business and customer outcomes.
Demonstrated stakeholder management skills, with the ability to influence across teams and seniority levels.
Robust analytical capability, with experience translating data into actionable insights and recommendations.
Solid understanding of risk, compliance, and governance frameworks.
Excellent communication skills, with the ability to simplify complexity and drive engagement and alignment.
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 your 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 alliesin helping you do your thingduring the recruitment process, so let us know (email below) if you require any support or adjustments when you apply.
We operate using a direct talent sourcing model, so no agency introductions, please.
Contact Sabrina Huynh, ****** For support and adjustments, including DEI, LGBTQI+ confidential application support enquiries: ****** Applications will close Wednesday, the 19th of August.
We're a global bank with a strong European base, and our more than 60,000 colleagues serve around 38 million customers and corporate clients in over 40 countries.
Joining ING means working with friendly and collaborative people towards making a positive impact on people and planet.
We believe in empowering the people around us and our customers to stay a step ahead.
Working here means having the autonomy to drive progress, helping to create superior customer value and contributing to our ambition of putting sustainability at the heart of everything we do.
Here, we're more than just a workplace – we're a community of innovators, problem-solvers, and forward-thinkers, dedicated to making a real impact.
Whether you're just starting your career or seeking the next big challenge, we have opportunities that will inspire and push you to grow.
Your future at ING starts with one application.
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📌 Senior Process And Change Expert – Contact Centre – 12 Month Contract (Central Coast)
🏢 ING
📍 Central Coast