Tribe Lead, Assisted Channels & Digital

When you come to work at ING, you’re joining a modern and progressive team where individuality isn’t just accepted, it’s encouraged. You’ll be surrounded by people who are friendly, inclusive and respectful, who want you to reach your potential. It’s one of the many reasons we’re proud to be an Employer of Choice for Gender Equality.

We’re seeking an experienced Tribe Lead to lead our Assisted Channels and Digital tribe.

In this pivotal leadership role, you’ll drive the strategic direction and delivery of ING’s digital customer touchpoints—including the ING App, Website, and Assisted Channels (Call Centre and support teams) technology platform. You’ll lead a high-performing, cross-functional team in Sydney and in-direct hub SME and resources inIndia, Manila, and Amsterdam. Championing innovation, AI, and customer-centric design, your tribe will transform how Australians experience banking.

We’re looking for a forward-thinking digital leader with extensive experience in financial services and a passion for delivering exceptional customer experiences. You’ll have a strong background in digital strategy, agile delivery, and leading high-performing teams across multiple geographies. You’re confident navigating complex environments, balancing innovation with compliance, and using data and AI to drive meaningful outcomes. You’re also a natural collaborator and communicator, able to influence at all levels and bring people together around a shared vision. If you’re ready to lead ING’s digital evolution and help shape the future of banking in Australia, we’d love to hear from you.

Ready to make an impact?

What you’ll do

• Shape and deliver ING’s digital strategy across mobile, web, and assisted channels, with a strong focus on innovation, AI, and customer experience.
• Lead cross-functional teams across Sydney, India, Manila, and Amsterdam, fostering a high-performance culture aligned to ING’s LEAP strategy.
• Drive digital transformation initiatives, including the next generation of the ING App, Website, and Call Centre technologies.
• Optimise current digital platforms to improve customer engagement, self-service, and sales conversion, while supporting Open Banking and regulatory compliance.
• Champion human-centred design and embed service design best practices across all digital touchpoints to deliver seamless, customer-first experiences.
• Collaborate with senior stakeholders locally and globally to align strategy, manage dependencies, and ensure successful delivery of key initiatives.

What we’re looking for

• Extensive experience in digital leadership, ideally within financial services, with a strong grasp of digital platforms, customer experience, and agile delivery.
• Proven ability to lead large, cross-functional teams across multiple geographies, fostering collaboration and high performance.
• Deep understanding of digital transformation, including AI, data-driven decision-making, and human-centred design.
• Excellent commercial acumen, with experience managing budgets, driving growth, and delivering measurable outcomes.
• Excellent stakeholder management skills, able to influence at all levels and work across business units, technology, and global teams.
• A passion for innovation and customer-centricity, with a drive to shape the future of banking in Australia.

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. And because we want you to shine, let us know if you need any adjustments to the recruitment process by emailing rachel.yuen@ing.com. 

We’re invested in fostering a diverse and inclusive workplace where everyone feels like they belong. 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 XPRT Survey, February 2021 - July 2021 (n = 31,903) when compared to customers of 20 other banks operating in Australia.

Need more?
Nikki Byrne nicola.byrne@ing.com

Applications close on 18th July 2025

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