It’s a fun and exciting time to join ING. We have recently been named the ‘World’s Best Bank for 2021’ and we are looking for a Digital Chapter Lead to join our high performing Digital Tribe within the Retail Bank.

In digital we have the mindset that stretches the possibilities of future customer experiences, we strive to think outside the square and stay a step ahead. Our team looks after all the digital touchpoints including the ING App and websites for our customers and ensure a simple and safe experience. The focus of the Digital portfolio is on both foundational capability, data and API platforms setting up for future customer value propositions and creating leading experiences across our assets. In this integral role within the Digital Tribe you’ll be working on creating the end-to-end experience for our customers and deliver foundational capability and our innovation pipeline to market.

PACE is ING’s structured innovation process. PACE encourages rapid launch of new products and services developed by small, autonomous, cross disciplinary teams. It combines Design Thinking, Lean Start-up and Agile methods into a process tailored to ING’s needs.

As a Chapter Lead you are responsible for coaching, developing, and managing the team members in your chapter so that through their work, they can help customers to stay “a step ahead in life and in business”.

You’ll report to the Tribe Lead in this position and form a part of the Tribes leadership team.

What are you going to do? You will be…

• Taking the lead in a team of 5 in improving the teams craftsmanship by having continuous performance and career conversations and focusing on team development
• Inspiring, developing and embedding PACE expertise and encourage innovation within your chapter and tribe
• Providing end-to-end steering and oversight of Programs of delivery to drive successful outcomes to time and budget
• Performing the Chapter Lead position, unattached to a squad, however, at times you will be required to step in to support the Squads
• Shape and execute a Tribe Engagement Plan focused on team culture
• Participating in the Chapter meetings, standard scrum events for the squad stand up, refinements, reviews and retrospectives
• Representing the voice of the customer, have a strong vision as to how to attract and retain customers and focus on continuously improving the customer benefits ING is offering and the key moments of truth for customers
• Proposing and implementing structural improvements to work processes, products, services or channels following improvement needs being identified
• Analysing margin, volume, market share and profitability and set targets; keeping customer interests as the priority while ensuring the sustainability of the customer journey and product by meeting agreed financial targets
• Aligning the various stakeholders’ differing interests ensuring that the squad’s interest and priorities are met

What are we looking for? Someone who has…

• Contributes and drives thought leadership and strategic thinking with the Leadership team
• Demonstrated leadership experience coupled with a strong coaching and development mindset
• Prior experience as a Product Owner, delivering customer experience and end-to-end digital initiatives
• Proven experience in a similar role where they have been accountable, and committed to seeing deliverables through to completion
• Demonstrated cross functional stakeholder management experience
• Strong expertise in the fundamentals of at least one core pillar of either marketing, product management, process or channel optimisation
• Proficiency in all Microsoft Office tools – particularly Excel coupled with Unica (or prior experience in either Salesforce/Adobe Campaign Management – this one not required
• Excellent verbal and written communication skills with strong organisation skills
• The ability to be proactive and able to thrive in an agile, fast paced environment

About Us

At ING, we want to make life simpler and more worthwhile – for everyone who banks with us, for the people who work with us, and the community at large, too.

When you come to work at ING, you’re joining a team where individuality isn’t just accepted, it’s encouraged. We’ve built a culture that’s fun, friendly and supportive – it’s the kind of place where you can be yourself and make the most of whatever you have to offer.

We give people the freedom to take risks, think differently, take ownership of their work, and make great things happen. We’re here to help you get ahead. And with our global network, there’s plenty of scope to take your career in new directions, perhaps even ones you’ve never considered.

People of all ages, sexual orientations, cultures and backgrounds are welcome to apply – likewise if you’re an indigenous Australian, or you’re living with a disability, or you have family or caring responsibilities.

Sound like the kind of place you’d feel at home? We’d love to hear from you.

(One last thing, ING operates a direct talent sourcing model. So no agency introductions, please.)