Life Moments Remediation Lead - 6 months fixed term contract

Deliver Fair Outcomes for Customers

At ING, customer outcomes are at the heart of everything we do. As part of our new Life Moments Transformation Program, we're strengthening our approach to supporting customers through complex life events and ensuring impacted customers receive fair, timely and consistent outcomes.

We're seeking a Customer Remediation Lead to lead the end-to-end remediation stream within the program. This 6 months fixed term contract role has been established to ensure remediation activities are designed and executed effectively, meeting both customer expectations and regulatory requirements. Working across multiple teams, you'll help deliver outcomes that are fair, transparent and sustainable.

Why Join the Life Moments Team?

This is an opportunity to lead meaningful work that directly impacts customers while contributing to one of ING's most important customer outcome programs. You'll partner across Risk, Compliance, Legal, Finance, Data and Technology, helping build stronger frameworks and better customer experiences.

What You'll Do

• Lead customer remediation activities from design through to execution
• Develop remediation methodologies, treatment approaches and governance materials
• Oversee customer impact assessments, calculations and payment execution
• Partner with Risk, Compliance, Legal, Finance, Data and Technology teams
• Ensure remediation activities align with regulatory and internal framework requirements

What We're Looking For

• Experience leading customer remediation programs or customer outcome initiatives
• Strong understanding of conduct risk, remediation frameworks and governance
• Analytical capability and experience working with complex customer data
• Excellent judgement, stakeholder management and problem-solving skills
• Ability to drive delivery in a highly regulated environment

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 Friday 21 August 

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