Customer Journey Expert - Payments Optimisation

ING Australia; 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 sustainability

Job summary

ING Australia is seeking a curious and analytical Customer Journey Expert to understand why customers contact us throughout our payment journeys and identify opportunities to simplify these experiences. You’ll combine customer insights, data analysis and stakeholder collaboration to uncover friction points and drive improvements that reduce customer effort.

You’ll analyze customer behaviour, explore how process changes or communications can create better outcomes, and apply your understanding of

Qualifications

• Experience in Customer Journey, Business Analysis, Product Management or a similar role within retail banking or financial services.
• Proven analytical and problem-solving capability with the ability to translate insights into practical recommendations.
• Excellent stakeholder management skills and the ability to influence across a broad range of business areas.
• Knowledge of retail banking products and customer journeys across payments, transaction accounts, mortgages, credit cards or customer servicing.
• Experience with customer journey mapping, process mapping and documenting business requirements.

Responsibilities

• Analyse customer contact drivers across payment journeys to understand why customers need support and identify opportunities to reduce customer effort.
• Use customer, operational and performance data to uncover trends, root causes and improvement opportunities.
• Partner with stakeholders across Product, Operations, Customer Experience, Risk and Contact Centre teams to influence and drive positive change.
• Facilitate customer journey and process mapping activities to identify friction points and prioritise enhancements.
• Design and champion solutions across communications, processes and customer experiences that simplify banking and improve customer outcomes.

Skills

Customer Journey

Data analysis

Stakeholder management

Retail banking knowledge

Process mapping

Job description

At ING, we believe banking should be simple, intuitive and effortless. We're committed to continuously improving the experiences we create for our customers, and we know that every unnecessary step, delay or call represents an opportunity to do better.

We're looking for a curious and analytical Customer Journey Expert to help us understand why customers contact us throughout our payment journeys and identify opportunities to make those experiences simpler. You’ll combine customer insights, data analysis and stakeholder collaboration to uncover friction points, challenge existing processes and drive meaningful improvements that reduce customer effort.

You'll take a deep dive into customer behaviour, analyse contact drivers and explore how changes to processes, communications or customer experiences can create better outcomes.

Whether you've built your expertise across payments, transaction accounts, mortgages, credit cards or broader retail banking products, you'll use your understanding of customer journeys to help streamline how customers interact with ING.

This is an opportunity to make a tangible impact on the experiences of thousands of customers while working alongside passionate, customer-focused colleagues. You'll be empowered to challenge the status quo, bring fresh thinking, leverage tools such as Microsoft Copilot to uncover insights, and shape improvements that make banking simpler, smarter and more effortless.

What You’ll Do

• Analyse customer contact drivers across payment journeys to understand why customers need support and identify opportunities to reduce customer effort.
• Use customer, operational and performance data to uncover trends, root causes and improvement opportunities.
• Partner with stakeholders across Product, Operations, Customer Experience, Risk and Contact Centre teams to influence and drive positive change.
• Facilitate customer journey and process mapping activities to identify friction points and prioritise enhancements.
• Design and champion solutions across communications, processes and customer experiences that simplify banking and improve customer outcomes.

What We’re Looking For

• Experience in Customer Journey, Business Analysis, Product Management or a similar role within retail banking or financial services.
• Proven analytical and problem-solving capability with the ability to translate insights into practical recommendations.
• Excellent stakeholder management skills and the ability to influence across a broad range of business areas.
• Knowledge of retail banking products and customer journeys across payments, transaction accounts, mortgages, credit cards or customer servicing.
• Experience with customer journey mapping, process mapping and documenting business requirements.

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 [e-mail]

For support and adjustments, including DEI, LGBTQI+ confidential application support enquiries: [e-mail]