Associate Customer Journey Expert, Safe Business Lending

At ING Australia, we believe individuality is your greatest strength. That's why we create an environment where you can be yourself, grow your career, and make a meaningful impact. Combining the scale and opportunities of a global organisation with an inclusive and supportive culture, we empower our people to challenge the status quo, deliver great outcomes for customers, and continue learning every day.

We're looking for an Associate Customer Journey Expert to join our Safe Business Retail Lending team. This is an excellent opportunity for someone with experience in customer remediation, risk, product management, or process improvement who is looking to deepen their expertise and develop a strong understanding of customer journeys, risk management, and customer outcomes within a leading digital bank.

In this role, you'll work across Mortgages, Insurance and Consumer Lending products, supporting the management of risk events, remediation programs, control improvements, and customer outcomes. You'll collaborate with a broad range of stakeholders while developing valuable experience in solving complex business challenges and driving meaningful change.

What You'll Do

• Support the delivery of risk, issue management and remediation activities across Mortgages, Insurance and Consumer Lending products.
• Contribute to customer remediation programs, including customer impact assessments, root cause analysis and solution development.
• Assist with the investigation and timely closure of risk events, ensuring clear documentation and effective stakeholder communication.
• Help design, implement and monitor controls that improve customer outcomes and reduce the risk of future issues.
• Partner with business and risk stakeholders to coordinate actions, track progress and drive positive customer and business outcomes.

What We're Looking For

• Experience or demonstrated capability in customer remediation, operational risk, product management, process improvement or issue management.
• Proven analytical and problem-solving skills, with the ability to assess information, exercise sound judgement and identify practical solutions.
• Confident communicator who can build effective relationships and collaborate with a broad range of stakeholders.
• Customer-focused, detail-oriented and able to manage competing priorities in a fast-paced environment.
• Curious, adaptable and eager to develop expertise in customer journeys, risk management and delivering fair customer outcomes

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: Skye Griffiths on skye.griffiths@ing.com

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

Applications close 6 October 2026

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