At ING, we’re passionate about making banking simpler, smarter and more rewarding. Within our Financial Crime & Fraud Prevention (FCFP) Tribe, we’re focused on protecting our customers while delivering seamless experiences that help people stay a step ahead in life and business.

We're looking for a Senior Customer Journey Expert to play a key role in shaping and delivering initiatives that strengthen financial crime and fraud controls, improve customer outcomes, and support ING’s strategic priorities. This role sits within a highly collaborative delivery environment where you'll work alongside product, technology, operations, risk and compliance teams to solve complex challenges and drive meaningful change.

As a Senior Customer Journey Expert, you'll lead complex initiatives from discovery through to implementation, balancing customer, risk, operational and commercial outcomes. You'll act as a senior delivery leader, helping prioritise work, manage stakeholders, guide Customer Journey Experts, and ensure delivery teams remain focused on the highest-value outcomes.

This is a permanent opportunity that can be based in Sydney or Wyong and will require flexibility to work between both locations on a needs basis.

What you’ll do
 

• Lead the end-to-end delivery of complex initiatives across financial crime, fraud prevention and customer lifecycle management domains.
• Prioritise and manage product backlogs, ensuring teams focus on delivering the highest-value outcomes for customers and the business.
• Partner with stakeholders across technology, operations, risk, compliance and global teams to define and execute delivery roadmaps.
• Manage delivery risks, dependencies and competing priorities while maintaining alignment with strategic objectives.
• Provide guidance and support to Customer Journey Experts and cross-functional squads, acting as a trusted escalation point and delivery leader.
• Drive continuous improvement through data, automation and AI-enabled ways of working.

What we’re looking for

• Experience leading complex business, regulatory, transformation or technology-enabled initiatives.
• Experience operating as a Product Owner, Senior Business Analyst, Delivery Lead, Customer Journey Expert or similar role within Agile delivery environments.
• Strong stakeholder engagement and influencing skills, including experience working with senior leaders and executive stakeholders.
• Exceptional problem-solving skills with the ability to make sound decisions in fast-changing and ambiguous environments.
• Experience balancing customer, operational, risk and commercial outcomes when delivering change initiatives.
• Exposure to financial services, financial crime, KYC, fraud prevention, AML/CTF, risk or compliance environments will be 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, [email protected]

For support and adjustments, including DEI, LGBTQI+ confidential application support enquiries: [email protected] 

Applications will close Thursday, the 1st of October.
 
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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