Process and Change Expert – Contact Centre

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 Process and Change Lead – Contact Centre to play a critical role in shaping and improving how our assisted channels operate. In this role, you’ll lead initiatives that streamline processes, uplift customer journeys, and embed sustainable change across our contact centre environment. Working closely with operations, risk, and product teams, you’ll help drive efficiency, consistency, and better outcomes for both customers and frontline teams. This is a permanent 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: - Lead process improvement initiatives to streamline contact centre operations and enhance customer and employee experience. - Drive end-to-end change delivery, from discovery and design through to implementation and embedment. - Analyse customer journeys and operational data to identify opportunities for efficiency, quality, and risk reduction. - Partner with stakeholders across operations, risk, and product to deliver sust...