Ing
SeniorProcessandChangeExpert–ContactCentre–12MonthContract
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“Senior Process and Change Expert – Contact Centre – 12 Month Contract at Ing. Skills: Process improvement, Change management, Customer experience. Own end-to-end uplift. Own continuous improvement”
What You'll Achieve.
Enhance customer experience; Enhance operational efficiency; Deliver business outcomes; Deliver customer outcomes
Industry & Context.
Analytical capability; Translate data into insights
Travel to Wyong twice per week
What They're Looking For.
Must Have
Customer journey optimisation experience, Process improvement experience, Transformation experience, Regulated environment experience, Lead end-to-end change initiatives, Deliver measurable business outcomes, Deliver measurable customer outcomes, Demonstrated stakeholder management skills, Influence across teams, Influence across seniority levels, Analytical capability, Translate data into insights, Translate data into recommendations, Solid understanding of risk frameworks, Solid understanding of compliance frameworks, Solid understanding of governance frameworks, Excellent communication skills, Simplify complexity, Drive engagement, Drive alignment
What You'll Do.
Own end-to-end uplift
Own continuous improvement
Drive measurable enhancements
Lead process improvement initiatives
Deliver process improvement initiatives
Lead transformation initiatives
Deliver transformation initiatives
Translate customer insights
Translate Voice of Customer
Translate operational data
Prioritise measurable improvements
Drive end-to-end change delivery
Manage discovery phase
Manage implementation phase
Manage embedment phase
Partner with stakeholders
Optimise Assisted Channel capabilities
Track benefits realisation
How You'll Work.
Team & Collaboration
Operations teams; Risk teams; Technology teams; Product teams
Communication Scope
Simplify complexity; Drive engagement; Drive alignment
Process & Methodology
Change initiatives
Full Job Description
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 **Senior Process and Change Expert – Contact Centre** to play a critical role in shaping and improving how our assisted channels operate. In this role, you’ll take end-to-end ownership of customer journeys across Contact Centre and Complaints, driving optimisation across processes, platforms, and service models. You’ll lead initiatives that translate customer insights, frontline feedback, and performance data into measurable improvements, helping reduce customer effort, improve service outcomes, and deliver sustainable operational efficiency. Working closely with operations, risk, technology, and product teams, you’ll help drive end-to-end journey excellence and value realisation across Assisted Channels. This is a **12‑month contract 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** * Own the end-to-end uplift and continuous improvement of customer journeys across assisted channels, driving measurable enhancements to both customer experience and operational efficiency. * Lead and deliver process improvement and transformation initiatives to enhance customer and operational outcomes. * Translate customer insights, Voice of Customer, and operational data into prioritised, measurable improvements. * Drive end-to-end change delivery, from discovery and design through to implementation and embedment. * Partner with stakeholders across operations, technology, risk, and product to deliver compliant and sustainable change. * Optimise Assisted Channel capabilities (e.g. contact centre, chat) and track benefits realisation across performance metrics. **What we’re looking for** * Strong experience in customer journey optimisation, process improvement, or transformation within a regulated environment. * Proven abilit
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