Senior Process and Change Expert – Contact Centre – 12 Month Contract

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.
• Strong 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 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 Tuesday, the 23rd of June.

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