Campaign & Regulatory Communications Analyst

ING Bank (Australia) Limited; Sydney; On-site; AUD 90,000 - 130,000; Full time

Benefits offered by this job

Discounted ING Health Insurance

Rest Day for wellbeing

IMPACT day for volunteering

Job summary

ING Bank (Australia) Limited is seeking a Campaign & Regulatory Communications Analyst to ensure accuracy, clarity and regulatory compliance across customer communications. The role focuses on end-to-end regulatory journeys (KYC, TDCDD, remediation) and leverages data to improve outcomes.

You will partner with Risk, Compliance, Product and Operations in a collaborative Agile environment, delivering automation opportunities and robust governance to support millions of customers in Australia.

Qualifications

• Experience in customer communications or regulatory/KYC environments.
• Strong SQL ability and hands-on experience building campaigns in Unica.
• Attention to detail with risk governance and quality frameworks.
• Effective stakeholder management and communication skills.

Responsibilities

• Deliver and optimise customer communications across channels with regulatory compliance focus.
• Manage end-to-end KYC, TDCDD, remediation and other regulatory journeys to ensure accuracy and timeliness.
• Leverage data and insights to improve communication effectiveness and customer outcomes.
• Collaborate with Risk, Compliance, Product and Operations to meet regulatory requirements.

Skills

SQL

Campaign management

Stakeholder management

Data analysis

Regulatory/KYC experience

Tools

Unica

Job description

Our Customer Development team plays a key role in how we connect with customers across the Retail Bank — delivering timely, relevant and personalised communications that add real value. As expectations evolve, we’re investing in smarter data, deeper insights and richer automation to create more dynamic engagement across mobile, email, SMS and digital channels. Working in a collaborative Agile environment, we partner with Product, Digital, Marketing, Data and Operations to design experiences that inform, support and empower millions of customers. From ensuring customers stay safe and compliant to driving stronger engagement with our products and propositions, we’re at the centre of delivering communications that matter. Were seeking a Campaign & Regulatory Communications Analyst — centred on accuracy, risk management and clarity, ensuring regulatory requirements are met while keeping customers informed and compliant.

What you'll do

Deliver and optimise customer communications across email, SMS, mobile, digital and direct mail channels, with a focus on regulatory and compliance obligations. Manage end-to-end KYC, TDCDD, remediation and other regulatory communication journeys, ensuring accuracy, timeliness and customer clarity. Use data and insights to improve communication effectiveness, customer outcomes and engagement. Partner with Risk, Compliance, Product and Operations teams to ensure communications meet regulatory requirements and internal controls. Identify opportunities to automate, streamline and continuously improve communication processes and delivery frameworks.

What we're looking for

• Proven experience in customer communications, campaign delivery, marketing automation, or regulatory/KYC environments.
• Exceptional SQL capability and hands-on experience building campaigns in Unica (essential).
• Analytical mindset with the ability to validate data, solve problems and translate complexity into clear customer outcomes.
• High attention to detail, strong risk awareness and experience working within structured governance and quality frameworks.
• Effective stakeholder management and communication skills, with a proactive approach to continuous improvement and automation.

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.

Applications close Monday 14 September #LI-DNI