ProcessandChangeExpert–ContactCentre

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, wi