Process and Change Expert – Contact Centre

At ING, we’re committed to making banking simpler, smarter, and more human — and that starts with how we design and deliver our customer experiences.

We’re looking for a Process and Change Lead – Contact Centre to play a critical role in shaping and improving how our assisted channels operate. In this role, you’ll lead initiatives that streamline processes, uplift customer journeys, and embed sustainable change across our contact centre environment. Working closely with operations, risk, and product teams, you’ll help drive efficiency, consistency, and better outcomes for both customers and frontline teams.

This is a permanent role that can be based in Sydney or Wyong. A Sydney based candidate will be expected to travel to Wyong twice per week.

What you’ll do

• Lead process improvement initiatives to streamline contact centre operations and enhance customer and employee experience.
• Drive end-to-end change delivery, from discovery and design through to implementation and embedment.
• Analyse customer journeys and operational data to identify opportunities for efficiency, quality, and risk reduction.
• Partner with stakeholders across operations, risk, and product to deliver sustainable, compliant process changes.
• Develop and maintain clear process documentation, controls, and governance frameworks.
• Support frontline teams through change by providing guidance, communication, and continuous improvement support.

What we’re looking for

• Strong experience in process improvement, change delivery, or operational excellence within a regulated industry, preferably financial services, with contact centre experience highly regarded.
• Proven ability to lead and influence stakeholders across multiple teams and levels,
• Analytical mindset with the ability to interpret data and translate insights into actionable outcomes.
• Solid understanding of risk, compliance, and governance frameworks in a regulated environment.
• Excellent communication skills, with the ability to simplify complex concepts and drive engagement.
• Experience in implementing AI to drive efficiency is highly regarded.

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. 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 Sabrina Huynh, Sabrina.huynh@ing.com

For support and adjustments, including DEI, LGBTQI+ confidential application support enquiries: rpoteam.au@ing.com 

Applications will close Friday, the 5th of June.

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