Job Description
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 Sydn...