Life Moments Remediation Lead - 6 months fixed term contract

At ING, customer outcomes are at the heart of everything we do. As part of our new Life Moments Transformation Program, we're strengthening our approach to supporting customers through complex life events and ensuring impacted customers receive fair, timely and consistent outcomes.

We're seeking a Customer Remediation Lead to lead the end-to-end remediation stream within the program. This 6 months fixed term contract role has been established to ensure remediation activities are designed and executed effectively, meeting both customer expectations and regulatory requirements. Working across multiple teams, you'll help deliver outcomes that are fair, transparent and sustainable.

Deliver Fair Outcomes for Customers

At ING, customer outcomes are at the heart of everything we do. As part of our recent Life Moments Transformation Program, we're strengthening our approach to supporting customers through complex life events and ensuring impacted customers receive fair, timely and consistent outcomes.

We're seeking a Customer Remediation Lead to lead the end-to-end remediation stream within the program. This 6 months fixed term contract role has been established to ensure remediation activities are designed and executed effectively, meeting both customer expectations and regulatory requirements. Working across multiple teams, you'll help deliver outcomes that are fair, transparent and sustainable.

Why Join the Life Moments Team?





This is an opportunity to lead meaningful work that directly impacts customers while contributing to one of ING's most important customer outcome programs. You'll partner across Risk, Compliance, Legal, Finance, Data and Technology, helping build stronger frameworks and better customer experiences.

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
- Strong 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

About Us

At ING,we’reall about making life simpler and morerewardingforthe people who bank with us, the team members who work with usand the communitieswe’reproud to support.



Joining ING means stepping into an environment where your individualityisn’tjust welcomed -it’scelebrated.We’vebuilt a culturethat’sfun,inclusiveand supportive, giving you the freedom to be yourself, so you can‘do yourthing’.

Whetheryou’retaking ownership of exciting projects,thinking outside the box, or working with global colleagues,you’llfind ING is the kind of place where growthisn’tjust a possibility;it’sa promise. As a WGEA Employer of Choice for Gender Equality and Family Inclusive workplace,you’llfeel 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. We’reinvested in fostering adiverse and inclusive workplacewhere everyone feels like they belong.

We’reyour alliesin helping you do your thingduring the recruitment process, so let us know(email below)if yourequireany support or adjustments when you apply

Soundlike your kind of vibe? Wecan’twait to hear from you!

(One last note: Weoperateusing a direct talent sourcing model, sonoagency introductions,please.)

ING is Australia’s most recommended bank according to RFIGlobal’sConsumer Atlas Survey, January–June 2025 (n = 29,510) when compared to customers of the 10 largest ADIs operating in Australia.

Needmore?

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

Applications closeFriday21 August

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📌 Life Moments Remediation Lead - 6 months fixed term contract (New South Wales)
🏢 ING
📍 New South Wales