Customer Communications Orchestration Lead - 12 months fixed term contract

ING; Sydney; On-site; AUD 140,000 - 180,000; Full time

Benefits offered by this job

Health insurance discount

Rest day

IMPACT day

Job summary

ING is transforming how we engage with customers in Australia. As our Communication Orchestration Lead, you’ll shape how customer communications are delivered across channels with personalised, relevant interactions that drive value.

This 12-month fixed-term opportunity influences customer engagement at scale while steering strategy, innovation and continuous improvement across our communication ecosystem. Working with Product, Marketing, Analytics and Technology, you’ll combine insights, data

Qualifications

• Experience in customer communications, engagement, or analytics within a complex organisation.
• Strong understanding of customer journey management and orchestration platforms.
• Ability to translate objectives into impactful communication strategies.
• Proven stakeholder management across multiple teams.
• Strategic leader who drives change and innovation.

Responsibilities

• Lead strategy and governance of customer communications across channels to reach the right customer at the right time.
• Optimise decisioning frameworks and orchestration to improve experience and engagement.
• Drive personalisation initiatives using data and insights.
• Monitor metrics and identify opportunities to improve effectiveness and commercial outcomes.
• Partner with senior stakeholders to deliver a seamless, customer-centric communication strategy.

Job description

At ING, we’re transforming the way we engage with our customers.

As our Communication Orchestration Lead , you’ll play a key role in shaping how customer communications are delivered across channels, ensuring every interaction is personalised, relevant and delivers value.

This is a 12 months fixed term opportunity to influence customer engagement at scale while driving strategy, innovation and continuous improvement across our communication ecosystem.

Working closely with Product, Marketing, Analytics and Technology teams, you’ll combine customer insights, data and decisioning to create smarter communication experiences that strengthen customer relationships and support business growth.

What you’ll do

• Lead the strategy and governance of customer communications across channels, ensuring the right message reaches the right customer at the right time.
• Optimise communication decisioning frameworks and orchestration capabilities to improve customer experience and engagement.
• Drive personalisation initiatives using data, customer insights and emerging technologies.
• Monitor performance metrics and identify opportunities to improve communication effectiveness and commercial outcomes.
• Partner with senior stakeholders across the business to deliver a seamless and customer-centric communication strategy.

What we’re looking for

• Experience in customer communications, customer engagement, marketing, analytics or a related discipline within a complex organisation.
• Exceptional understanding of customer journey management, communication orchestration or decisioning platforms.
• Ability to translate business objectives and customer insights into impactful communication strategies.
• Proven stakeholder management skills with the ability to influence and collaborate across multiple teams.
• A strategic and commercially minded leader who thrives on driving change, innovation and continuous improvement.

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.

Applications close Tuesday 20 October