Communication Consultant - 18 Month Secondment

At ING, we believe banking should make life easier, not more complicated. Our purpose is to empower people to stay a step ahead in life and business, giving them the freedom to focus on what matters most. That's why we're committed to creating experiences that are simple, relevant and customer focused.

We're looking for a Communication Consultant to join our Assisted Channels Communications Team, supporting the Contact Centre with process and change communications for everything related to Mortgage & Consumer Lending Products.

As a Communication Consultant, you'll play a key role in ensuring our contact centre teams have the information, tools and support they need to deliver great customer experiences. You'll work closely with stakeholders across the business to coordinate communications, manage knowledge content and support the successful delivery of customer and business initiatives

This is an 18-month secondment based in Wyong.

What you’ll do

• Own the co-ordination and administration of Assisted Channels Communications Team communications and tools.
• Partner with product tribes, marketing, customer experience, change, compliance and legal teams to ensure contact centre readiness for business changes and customer impacts.
• Manage and maintain knowledge content across our knowledge management system and online help resources, ensuring information remains accurate, up to date and easy to find.
• Monitor search performance and user feedback to continuously improve the effectiveness and usability of knowledge content.
• Develop and coordinate clear, relevant and user-friendly communications, while continually improving channels and processes to keep them effective.
• Help deliver a great customer experience by ensuring every new initiative or customer-impacting change is supported by clear communications and strong channel readiness.
• Some travel will be required to engage with and support key stakeholders across both sites.

What we’re looking for

• Exposure to stakeholders across the ING business (Marketing Experts, Product Owners, Customer Journey Experts, Change Managers & Tribes).
• High Level of Mortgage & Consumer Lending product & process knowledge. (desirable)
• Strong written & verbal communication.
• Development and implementation of process improvements.
• High degree of accuracy and attention to detail.
• Previous exposure to the Communication Consultant role via interactions with the team or tasks within your individual development plan (IDP).
• Navigation, maintenance and updates of the system HIPPO/Cloud Orange (desirable / not essential).
• Management of communication channels and methods directly relating to retail banking i.e.; communication monitors/ screens, internal emails and FAQ/content updates in Cloud Orange.

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 Sabrina Huynh, [email protected]

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

Applications will close Monday, the 31st of August.
 
Before you apply 
Here at ING we consider employee development to be important and encourage existing employees to apply for suitable internal positions. It is expected that any employee applying for a vacant position would have been in their current role for a minimum of twelve (12) months before applying. This may be waived in special circumstances and after consultation with your manager.