Customer Journey Expert

About the role

ING, Australia's most recommended bank, is looking for an experienced Customer Journey Expert to join its COO Data Delivery Risk team in Sydney. Reporting to the Product Area Lead - Risk, you will design, deliver and continuously improve data-enabled products and customer journeys that support regulatory, risk and business outcomes, partnering with stakeholders across Risk, Data, Technology, Operations, Finance and Product.

Key responsibilities

• Lead the design, delivery and continuous improvement of data-enabled products and customer journeys supporting risk management and regulatory reporting.
• Own first-line risk management activities, including risk and control assessments, incident management, remediation planning, control testing and regulatory compliance obligations.
• Drive risk model implementation and regulatory reporting initiatives with appropriate governance, controls, testing and evidence management.
• Use data, insights and analytics to identify trends, prioritise opportunities and support decision-making.
• Collaborate with Risk, Finance, Technology, Data, Compliance, Operations, Internal Audit and external assurance teams.
• Facilitate governance forums, update progress and risk exposure, and escalate and resolve issues, dependencies and control gaps.
• Support regulatory change initiatives through business analysis, requirements gathering, impact assessments, testing, implementation validation and business sign-off.

Required profile

• Proven experience in Financial Services, Banking, Risk Management, Regulatory Reporting, Data Delivery or a related discipline.
• Strong understanding of risk management frameworks, prudential standards, regulatory compliance and first-line risk management.
• Experience delivering complex data, risk, regulatory reporting or transformation initiatives in a regulated environment.
• Tertiary qualification in Finance, Commerce, Business, Mathematics, Computer Science or a related discipline.

Required skills

• Strong analytical and problem-solving skills, able to interpret complex regulatory requirements.
• Demonstrated stakeholder management and influencing, including engagement with senior leaders.
• Proficiency in SQL and data analysis; knowledge of data governance, data management and risk management systems is highly regarded.

What we offer

• Discounted ING Health Insurance.
• An additional rest day to support wellbeing.
• An IMPACT Day to volunteer on approved sustainability activity.

Applications close on 18 November. The bank uses a direct talent sourcing model, so no agency introductions are accepted.