Martech & Orchestration Customer Journey Expert

At ING, we're building the next generation of customer engagement, and our newly formed Growth Tribe is at the centre of that transformation. Bringing together expertise across Digital Sales, Customer Development, Customer Intelligence & Analytics and Martech & Orchestration, the Growth Tribe is creating the capabilities that will power how we acquire, grow and engage customers into the future.

As Martech & Orchestration Customer Journey Expert, you'll help shape the future of customer Martech & customer interactions orchestration at ING. You'll work at the intersection of customer experience, product, digital, data, analytics, and technology to design the orchestration frameworks, decisioning logic and communication strategies that drive personalised customer interactions at scale. You’ll succeed by creating clarity from complexity, bringing teams together and ensuring customer engagement solutions are scalable, compliant and ready to deliver.

This is an exciting opportunity to influence enterprise-wide transformation initiatives including ING App, Personalisation and Martech Modernisation, while partnering with senior stakeholders across the bank to solve complex customer and business challenges.

You'll also have the chance to leverage insights, innovation and best practice frameworks and capabilities from the broader global ING network, helping bring world-class customer experiences to life for Australian customers.

If you're passionate about customer engagement, Martech and using data and decisioning to create better experiences, we'd love to hear from you.

What you'll do

• Creating more relevant experiences while protecting customers from over-contact. Design and optimise customer communication journeys across ING App, push notifications, email, SMS and more.

• Define orchestration frameworks, decisioning logic, prioritisation rules, contact strategies and consent management principles.

• Translate complex business, customer and regulatory requirements into clear, actionable solutions that drive customer and commercial outcomes.

• Partner with Product, Marketing, Digital, Design, Analytics and Technology teams to deliver scalable customer engagement and personalisation capabilities.

• Contribute to strategic transformation programs including ING App, Personalisation and Martech Modernisation, contributing to ING Australia strategy to be the most loved mobile-led bank in Australia.

What we're looking for

• Experience in a Customer Journey, Business Analysis, Martech, CRM or Customer Communications role within a complex environment.

• Exceptional analytical skills with the ability to simplify customer journeys, business processes and decisioning logic into actionable requirements.

• Excellent stakeholder engagement skills with experience facilitating workshops and influencing outcomes across business and technology teams.

• A customer-first mindset, balanced with an understanding of risk, compliance, consent and customer communication principles.

• A growth mindset, curiosity, resilience and a passion for solving problems in fast-paced, agile transformation environments.

• Platform-agnostic experience is welcome. Relevant experience may come from banking, telecommunications, insurance, retail, digital platforms or other complex regulated environments.

Why join the Growth Tribe?

• Shape the future of customer Martech at ING.

• Drive customer-led orchestration and decisioning at scale.

• Work on strategic transformation programs including ING App, Personalisation and Martech Modernisation.

• Influence senior stakeholders and enterprise-wide decisions.

• Develop broad expertise across Customer Experience, Martech, Analytics, Product and Technology.

• Learn from and collaborate with top-tier colleagues across ING's global network.

Ready to help redefine how ING engages with customers and be part of one of the bank's most exciting growth and transformation journeys?

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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