Customer Journey Expert – Product and Risk (NFR focus)

At ING Australia, we're dedicated to fostering a culture of inclusivity and innovation, with the support and resources you need to succeed. Join us today and take the first step towards building a career as exceptional as you are.

As a Customer Journey Expert, you will sit within the Business Banking Tribe focused on lending & deposits to SME and Mid-Corp Real Estate customers. Working closely with the product team, you will be involved in a wide variety of Operational, Regulatory and Compliance Risk related activities. 

This is a broad role within business banking working closely with a variety of stakeholders across the Tribe. You will be involved in end-to-end operations for the business covering operational risk, reporting, product, processes and procedures.

Ready to make an impact?

What you’ll do 

• Operational, Regulatory and Compliance Risk activities undertaken in 1LOD, inc. non-financial risk & reporting, events, issues, PARP’s, RCSA’s, SoX, KCT & audits.
• Identification of customer pain points with clear plan to address & streamline customer processes.
• Assist to develop and enhance products in a profitable & appropriate way to achieve business goals.            
• Develop and enhance tools and processes to meet evolving business, legislative & regulatory needs, & support efficient operations of the team.
• Drive & coordinate Product & Regulatory changes across Business Banking
• Develop and produce regular reporting to support Front Office teams in proactively managing the portfolios.
• Monitor and manage data quality, including investigation and resolution of data issues across systems.

What we’re looking for 

• 5+ years’ experience in a banking or financial services role.
• 2+ years of experience in NFR
• Understanding of regulatory & compliance regimes (APRA, ECB, AML/ KYC, Privacy, Banking Code of Practice).
• Strong relationship skills, able to liaise with a diverse group of stakeholders
• Experience in aspects of the customer journey, eg. product, process, channel & risk.
• Extensive analytical and research skills.
• Excellent knowledge of credit.

What’s in it for you?

• Discounted ING Health Insurance 
• An additional Rest Day to support your wellbeing 
• An IMPACT day to volunteer on an approved sustainability activity 

About Us 

At ING, we want to make life simpler and more worthwhile – for everyone who banks with us, for the people who work with us, and the community at large, too. 

When you come to work at ING, you’re joining a team where individuality isn’t just accepted, it’s encouraged. We’ve built a culture that’s fun, friendly and supportive – it’s the kind of place where you can be yourself and make the most of whatever you have to offer. 

We give people the freedom to think differently, take ownership of their work, and make great things happen. We’re here to help you get ahead. And with our global network, there’s plenty of scope to take your career in new directions, perhaps even ones you’ve never considered. 

We are all about celebrating success and as a result we are proud to be a WGEA Employer of Choice for Gender Equality and a certified Family Inclusive workplace.  

Sound like the kind of place you’d feel at home? We’d love to hear from you. 

(One last thing, ING operates a direct talent sourcing model. So no agency introductions, please.) 

Need more? 
Contact Rachel Yuen on rachel.yuen@ing.com 

Applications close in 20 March 2025

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