Customer Remediation Program Lead- 18 months fixed term contract

We are seeking an experienced and influential program leader to drive one of ING’s highest priority enterprise initiatives.

This role sits at the heart of a major transformation aimed at delivering a high priority customer remediation program, strengthening our control environment, and ensuring we deliver fair, consistent, and customer centric outcomes at scale.

Please note: This is an 18 months fixed term contract

As the Customer Remediation Program Lead, you’ll shape the strategy, orchestrate delivery across multiple workstreams, and provide the clarity and leadership needed to bring structure, pace, and confidence to a complex remediation program. You’ll partner closely with senior leaders across 1LoD and 2LoD, guiding teams through ambiguity, resolving critical dependencies, and ensuring our approach is fully aligned with regulatory expectations and ING’s customer promise.

This is a rare opportunity to step into a visible, high impact role where your leadership will directly influence how we serve customers, how we manage risk, and how we embed sustainable change across the organisation.

What you’ll do

• Lead the end to‑ end remediation program, owning the integrated ‑roadmap and ensuring all workstreams progress cohesively.
• Set and run the operating rhythm for the program — governance, monitoring, reporting, committees, and senior leader updates.
• Oversee risk, uplift controls, reactivate and automate required processes and controls and guarantee regulatory alignment to ensure the program meets assurance and compliance expectations.
• Maintain alignment across delivery streams, ensuring clear accountability, dependency management, and timely execution.
• Champion fair customer outcomes by identifying impacts, improving experience drivers, and ensuring decisions reflect customer centric‑ principles
• Communicate with internal and stakeholders (across Lines 1, 2, and 3) and contribute to communication to regulators and other external stakeholders

What we’re looking for

• A senior program leader with experience delivering large, complex, multi stream initiatives within financial services.
• Proven understanding of retail banking operations, regulatory obligations (RG277), and risk management.
• Exceptional stakeholder and communication skills, with the ability to influence, challenge, and drive alignment at senior levels.
• Analytical thinker with high attention to detail, able to simplify complexity and maintain disciplined governance.
• A customer centric mindset — someone who can think like a customer, anticipate risks, and shape fair and sustainable outcomes.

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  

Sounds 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 via skye.griffiths@ing.com

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

Applications close Tuesday 31 March

Before you apply
Here at ING we consider employee development to be important and encourage existing employees to apply for suitable internal positions. It is expected that any employee applying for a vacant position would have been in their current role for a minimum of twelve (12) months before applying. This may be waived in special circumstances and after consultation with your Manager.

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