{"id":4010709,"url":"https://alion.io/job/ing-group-customer-journey-expert-payments-optimisation","title":"Customer Journey Expert - Payments Optimisation","company":{"id":3744,"name":"ING Group","domain":"ing.com","url":"https://alion.io/company/ing","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"B","score":80,"open_postings":112,"ghost_share":0.018,"stale_share":0.75,"repost_share":0.045,"time_to_fill_p50_days":29,"computed_at":"2026-11-11T05:49:22Z"}},"role":"Field & Service","role_family":"Field & Service","seniority":"senior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Sydney, Australia","Wyong, Australia"],"countries":["AU"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Copilot","optional":false}],"status":"live","first_seen_at":"2026-11-10T09:57:39Z","employer_posted_date":"2026-11-10","last_verified_at":"2026-11-12T03:46:19Z","board_verified":true,"closed_at":null,"days_open":1,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":1},"description":"At ING, we believe banking should be simple, intuitive and effortless. We're committed to continuously improving the experiences we create for our customers, and we know that every unnecessary step, delay or call represents an opportunity to do better.\nWe're looking for a curious and analytical Customer Journey Expert to help us understand why customers contact us throughout our payment journeys and identify opportunities to make those experiences simpler. You’ll combine customer insights, data analysis and stakeholder collaboration to uncover friction points, challenge existing processes and drive meaningful improvements that reduce customer effort.\nYou'll take a deep dive into customer behaviour, analyse contact drivers and explore how changes to processes, communications or customer experiences can create better outcomes.\nWhether you've built your expertise across payments, transaction accounts, mortgages, credit cards or broader retail banking products, you'll use your understanding of customer journeys to help streamline how customers interact with ING.\nThis is an opportunity to make a tangible impact on the experiences of thousands of customers while working alongside passionate, customer-focused colleagues. You'll be empowered to challenge the status quo, bring fresh thinking, leverage tools such as Microsoft Copilot to uncover insights, and shape improvements that make banking simpler, smarter and more effortless.\nWhat You'll Do\nAnalyse customer contact drivers across payment journeys to understand why customers need support and identify opportunities to reduce customer effort. \nUse customer, operational and performance data to uncover trends, root causes and improvement opportunities. \nPartner with stakeholders across Product, Operations, Customer Experience, Risk and Contact Centre teams to influence and drive positive change. \nFacilitate customer journey and process mapping activities to identify friction points and prioritise enhancements. \nDesign and champion solutions across communications, processes and customer experiences that simplify banking and improve customer outcomes. \nWhat We're Looking For\nExperience in Customer Journey, Business Analysis, Product Management or a similar role within retail banking or financial services. \nProven analytical and problem-solving capability with the ability to translate insights into practical recommendations. \nExcellent stakeholder management skills and the ability to influence across a broad range of business areas. \nKnowledge of retail banking products and customer journeys across payments, transaction accounts, mortgages, credit cards or customer servicing. \nExperience with customer journey mapping, process mapping and documenting business requirements. \nWhat’s in it for you?\nDiscounted ING Health Insurance \nAn additional Rest Day to support your wellbeing \nAn IMPACT day to volunteer on approved sustainability activity \n\nAbout Us\nAt 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.\nWhether 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.\nWe 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\nSound like your kind of vibe? We can’t wait to hear from you!\n(One last note: We operate using a direct talent sourcing model, so no agency introductions, please.)\nING 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.\nNeed more?\nContact: Skye Griffiths on \nFor support and adjustments, including DEI, LGBTQI+ confidential application support enquiries: \nApplications close Thursday 19 November \nBefore you apply \nHere 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. 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