Tribe Lead, Assisted Channels & Digital

When you come to work at ING youre joining a modern and progressive team where individuality isnt just accepted its encouraged. Youll be surrounded by people who are friendly inclusive and respectful who want you to reach your potential. Its one of the many reasons were proud to be an Employer of Choice for Gender Equality.

Were seeking an experienced Tribe Lead to lead our Assisted Channels and Digital tribe.

In this pivotal leadership role youll drive the strategic direction and delivery of INGs digital customer touchpointsincluding the ING App Website and Assisted Channels (Call Centre and support teams) technology platform. Youll lead a high-performing cross-functional team in Sydney and in-direct hub SME and resources inIndia Manila and Amsterdam. Championing innovation AI and customer-centric design your tribe will transform how Australians experience banking.

Were looking for a forward-thinking digital leader with extensive experience in financial services and a passion for delivering exceptional customer experiences. Youll have a strong background in digital strategy agile delivery and leading high-performing teams across multiple geographies. Youre confident navigating complex environments balancing innovation with compliance and using data and AI to drive meaningful outcomes. Youre also a natural collaborator and communicator able to influence at all levels and bring people together around a shared vision. If youre ready to lead INGs digital evolution and help shape the future of banking in Australia wed love to hear from you.

Ready to make an impact

What youll do

• Shape and deliver INGs digital strategy across mobile web and assisted channels with a strong focus on innovation AI and customer experience.
• Lead cross-functional teams across Sydney India Manila and Amsterdam fostering a high-performance culture aligned to INGs LEAP strategy.
• Drive digital transformation initiatives including the next generation of the ING App Website and Call Centre technologies.
• Optimise current digital platforms to improve customer engagement self-service and sales conversion while supporting Open Banking and regulatory compliance.
• Champion human-centred design and embed service design best practices across all digital touchpoints to deliver seamless customer-first experiences.
• Collaborate with senior stakeholders locally and globally to align strategy manage dependencies and ensure successful delivery of key initiatives.

What were looking for

• Extensive experience in digital leadership ideally within financial services with a strong grasp of digital platforms customer experience and agile delivery.
• Proven ability to lead large cross-functional teams across multiple geographies fostering collaboration and high performance.
• Deep understanding of digital transformation including AI data-driven decision-making and human-centred design.
• Excellent commercial acumen with experience managing budgets driving growth and delivering measurable outcomes.
• Excellent stakeholder management skills able to influence at all levels and work across business units technology and global teams.
• A passion for innovation and customer-centricity with a drive to shape the future of banking in Australia.

Whats in it for you

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

About Us

At ING were 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 were proud to support. Joining ING means stepping into an environment where your individuality isnt just welcomed - its celebrated. Weve built a culture thats fun inclusive and supportive giving you the freedom to be yourself so you can do your thing.

Whether youre taking ownership of exciting projects thinking outside the box or working with global colleagues youll find ING is the kind of place where growth isnt just a possibility; its a promise. As a WGEA Employer of Choice for Gender Equality and Family Inclusive workplace youll feel the difference in how we value and champion our people.

We make hiring decisions based on your skills capabilities and how you align with our values - not on ticking every box. So if youre interested but dont meet all the criteria we encourage you to apply. And because we want you to shine let us know if you need any adjustments to the recruitment process by emailing .

Were invested in fostering a diverse and inclusive workplace where everyone feels like they belong. Sound like your kind of vibe We cant wait to hear from you!

(One last note: We operate using a direct talent sourcing model so no agency introductions please.)

ING is Australias most recommended bank according to RFi XPRT Survey February 2021 - July 2021 (n 31903) when compared to customers of 20 other banks operating in Australia.

Need more
Nikki Byrne

Applications close on 18th July 2025

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