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Life Moments Product Area Lead (PAL) - 12 months fixed term contract

  • REQ-10119720
  • 11/08/2026
  • Customer Journey
  • Sydney, Australië
  • ING Bank


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Shape the Future of Customer Outcomes at ING

At ING, we're committed to supporting customers through some of life's most significant moments with empathy, care and excellence. To strengthen how we support customers through complex life events and vulnerable customer journeys, we're establishing a dedicated Life Moments team.

As part of this transformation, we're seeking a Life Moments Product Area Lead (PAL) for a 12 months fixed term contract to lead a high-profile program focused on redesigning customer experiences, delivering customer outcome initiatives, strengthening governance and creating a sustainable future-state operating model.

This role has been created to provide end-to-end leadership across multiple streams of work, ensuring ING delivers better customer outcomes while driving meaningful business transformation.

Why Join the Life Moments Team?

This is a unique opportunity to lead a strategically important transformation program that will influence how ING supports customers when they need us most. You'll work across Product, Operations, Technology, Risk and Compliance, helping shape the future of customer care and operational excellence.

What You'll Do

  • Lead a high-profile, enterprise-wide transformation program
  • Create and execute an integrated roadmap across remediation, customer journey uplift and operational change
  • Drive senior stakeholder engagement across Product, Operations, Technology, Risk, Legal and Compliance
  • Establish governance, reporting and delivery disciplines
  • Coach and lead a team of experts to achieve program outcomes

What We're Looking For

  • Extensive experience leading large-scale transformation, remediation or business change programs
  • Exceptional leadership and stakeholder management capability
  • Strong customer focus combined with governance and risk expertise
  • Proven ability to deliver outcomes in complex and ambiguous environments
  • Experience working across business, operations and technology teams

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 

#LI-DNI 

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Bij ING willen we het beste uit mensen halen. Daarom hebben we een inclusieve cultuur waarin iedereen de kans krijgt om te groeien en een verschil te maken voor onze klanten en de samenleving. Diversiteit, gelijkheid en inclusie staan bij ons altijd voorop. We behandelen iedereen eerlijk, ongeacht leeftijd, geslacht, genderidentiteit, culturele achtergrond, ervaring, geloof, ras, etniciteit, beperking, gezinssituatie, seksuele geaardheid, sociale afkomst of wat dan ook. Heb je hulp nodig of kunnen we iets voor je doen tijdens je sollicitatie of gesprek? Neem dan contact op met de recruiter die bij de vacature vermeld staat. We werken graag samen met jou om het proces eerlijk en toegankelijk te maken. Lees hier meer over hoe wij staan voor diversiteit, inclusie en erbij horen.

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