Are you excited by business transformation and digitisation?“Do your thing” as our Process and Change Expert!It is an exciting time to be joining ING as we embark on a digital transformation journey to change and uplift our customer experience. We have an exciting permanent opportunity for an analytical and passionate Process and Change Expert to be apart of our dynamic team.With our “Making the Difference” strategy, we’re addressing significant changes impacting the banking industry; from changing customer expectations to FinTechs, regulatory requirements and digitalisation. ING’s future aim is to be the next generation digital bank; that provides a customer experience that is clear, convenient, and seamless. Process efficiency enables easy, uniform and digital processes for execution of our “Making the Difference” strategy.As our Process and Change Expert, you’ll be responsible for delivery of our newly formed Efficiency Program. Within this Efficiency Program, you will work with key stakeholders across the business to understand and drive operational improvements in our Contact Centre, remove friction points for customers, as well as identify initiatives to drive customer self-service.You’ll be responsible for the end to end delivery of the change, from analysing customer and staff insights, framing the business case, scoping solutions, enagaging the relevant stakeholders and optimising solutions through a program of continous improvement.This role can be based in either Wyong or Sydney. A Sydney based candidate will be required to travel and be predominantly based in Wyong for 50% of their work week, with the opportunity for 50% work from home as per our FlexING policy.What you’ll do
- Hands-on and syndicated research in order to appropriately define the Efficiency Program (e.g. side by side observation, seeking out best-practice insights, leveraging global best practice).
- Documentation of the Efficiency Program, and socialisation with all key stakeholders both locally and globally.
- Co-ordination of working groups, building of business cases, and delivery of the Efficiency Program – alongside existing Assisted Channels stakeholders that are involved in efficiency and other customer experience initiatives.
- Communication and training to impacted employees and stakeholders in order to ensure embedment of the initiatives delivered.
- Provide regular project reporting and benefits analysis.
- Utilise your experience in implementing change to participate in broader business transformation projects.
- Strong experience in translating customer and/or employee journeys into specific processes and requirements from a change focused role.
- Hands on experience delivering and influencing change within a contact centre environment
- A deep understanding of contact centre processes and procedures, centered on efficiency improvement.
- A customer and employee experience-focused mindset.
- Strong attention to detail with an analytical and data driven focus.
- A passion for technology and digital transformation projects.
- The ability to influence and collaborate with stakeholders - creating trust to move towards a common goal through your excellent communication skills.
- Annual rest day – an extra day of leave!
- Annual impact day – volunteer to have an impact on the community.
- Encouraged work/life balance, with a flexible combination of work from home and work in office.
- Employee Wellbeing Program so that you can be your “Best You.”
- Parental Leave of up to 20 weeks paid leave to eligible employees.
- Free onsite parking at our Wyong office with great facilities nearby for Central Coast candidates.
- Discounted ING Home Loans and Health Insurance.
- Drop everything and learn with over 16,000 professional and personal development courses to choose from.
Contact Sabrina Huynh,Still in two minds?At ING, we know that diversity drives innovation. Research reveals that 60% of women and underrepresented groups may pause at this stage, even after starting their application. Don’t miss out on the opportunity to bring your unique perspective to our team - submit your application today!