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About the Role
The Customer Development team connects with customers across the Retail Bank by delivering timely, relevant, and personalized communications. This role will help lift customer and commercial outcomes by influencing how communications are automated and optimized across customer journeys.
Responsibilities
- Design, deliver, and optimize data-driven communications across mobile, email, SMS, and digital channels.
- Deliver and support BAU customer communications, ensuring critical regulatory and compliance obligations are met on time and with a high degree of accuracy.
- Manage and optimize KYC, TDCDD, remediation, and other regulatory communication journeys across email, SMS, Direct mail, and digital channels.
- Partner with Risk, Compliance, and Product teams to ensure customer communications align with regulatory requirements and internal controls.
- Identify opportunities to automate and streamline KYC and regulatory communications, reducing manual effort while improving customer experience and operational efficiency.
- Support continuous improvement initiatives that enhance communication effectiveness, delivery predictability, and control frameworks.
Requirements
- Experience in customer communications, campaign delivery, automation, or regulatory/KYC environments.
- Proven SQL knowledge and Unica campaign-build skills are essential.
- Exceptional analytical mindset with the ability to interpret data, validate accuracy, and simplify complexity.
- High attention to detail and comfort working within structured processes and quality frameworks.
- Confident communicator with strong stakeholder management skills and the ability to operate in Agile teams.
- Curious, proactive problem solver who continuously looks for ways to improve, iterate, and deliver value.
- A genuine interest to work in regulatory, compliance, and KYC communications, and a proactive mindset to identify opportunities for process improvement, optimisation, and automation.
Skills
- SQL
- Unica campaign-build
- Analytical mindset
- Stakeholder management
- Agile methodologies
Location
- Australia
Work Type
- Full-time
- Agile environment
Experience Level
- Minimum twelve (12) months in current role for internal applicants
Benefits
- Discounted ING Health Insurance
- An additional Rest Day to support wellbeing
- An IMPACT day to volunteer on approved sustainability activity
About the Company
- At ING, we aim to make life simpler and more rewarding for customers, team members, and communities.
- ING fosters a fun, inclusive, and supportive culture where individuality is celebrated.
- ING is an environment where growth is a promise, with opportunities for project ownership and collaboration.
- ING is a WGEA Employer of Choice for Gender Equality and a Family Inclusive workplace.
- ING makes hiring decisions based on skills, capabilities, and values, encouraging applications even if not all criteria are met.
- ING is committed to fostering a diverse and inclusive workplace where everyone feels they belong.
- ING operates using a direct talent sourcing model.
- ING is Australia’s most recommended bank according to RFI Global’s Consumer Atlas Survey, January–June 2025.
Equal Opportunity
- We make hiring decisions based on your skills, capabilities, and how you align with our values - not on ticking every box.
- 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.