Customer Journey Expert - Wholesale Banking

ING Australia’s growing Wholesale Banking business is on the hunt for a Customer Journey Expert based in Sydney.

This role plays a pivotal part in shaping and delivering products and digital solutions, and process improvements that empower our Wholesale Banking Front Office to better serve our customers and meet regulatory and operational obligations.

In this role as CJE with a capital “E”, you will lead the scoping and delivery of end‑to‑end initiatives — ranging from new system implementations, intragroup service onboardings to process mapping, product enhancements, and due diligence activities. You will facilitate agile ways of working, collaborate across domains, and ensure initiatives are delivered seamlessly, safely, and in alignment with customer value and organisational strategy.

Ready to make an impact?

What you’ll do

• Collaborate with cross-functional experts to execute plans across Wholesale Banking and other domains including Asia and Head Office.
• Contribute to formulating the Customer Value Proposition by analysing product and service solutions and identifying opportunities to enhance customer outcomes and business value (As-Is and To-Be).
• Engage with business stakeholders to understand their needs, translate these into clear and actionable requirements, and prepare Business Requirement Documents that enable Technology teams to design and deliver effective solutions.

• Propose and implement structural improvements to work processes, products, services or channels following improvement needs being identified

• Actively participate in all agile sprint ceremonies, manage and prioritise the backlog, and represent the product to internal and external stakeholders.
• Proactively manage product and service-related risks and requirements, including customer, supplier, regulatory, financial and non-financial risk

What we’re looking for

• 5 + years’ experience in Business Requirements Analysis within a Financial Services environment
• Bachelor’s degree in commerce, Business, Information Systems or analytical discipline
• Experience in product or service management and development  – ideally within Wholesale Banking
• Strong action-planning capability, with the ability to lead planning activities and deliver/ execute on recommendations
• Experience in business facing change initiatives, including embedding new systems and processes.
• Hands-on experience working in agile delivery environments, with a focus on high-quality implementation
• A proven track record of delivering outcomes successfully and collaboratively

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: Mark Montgomery email: mark.montgomery@ing.com

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

Applications close Friday 20th March 2026

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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