Our Customer Development team plays a key role in how we connect with customers across the Retail Bank — delivering timely, relevant and personalised communications that add real value. As expectations evolve, we’re investing in smarter data, deeper insights and richer automation to create more dynamic engagement across mobile, email, SMS and digital channels.
Working in a collaborative Agile environment, we partner with Product, Digital, Marketing, Data and Operations to design experiences that inform, support and empower millions of customers. From ensuring customers stay safe and compliant to driving stronger engagement with our products and propositions, we’re at the centre of delivering communications that matter.
Were seeking a Campaign & Regulatory Communications Analyst — centred on accuracy, risk management and clarity, ensuring regulatory requirements are met while keeping customers informed and compliant.
What you'll do
- Deliver and optimise customer communications across email, SMS, mobile, digital and direct mail channels, with a focus on regulatory and compliance obligations.
- Manage end-to-end KYC, TDCDD, remediation and other regulatory communication journeys, ensuring accuracy, timeliness and customer clarity.
- Use data and insights to improve communication effectiveness, customer outcomes and engagement.
- Partner with Risk, Compliance, Product and Operations teams to ensure communications meet regulatory requirements and internal controls.
- Identify opportunities to automate, streamline and continuously improve communication processes and delivery frameworks.
- Proven experience in customer communications, campaign delivery, marketing automation, or regulatory/KYC environments.
- Exceptional SQL capability and hands-on experience building campaigns in Unica (essential).
- Analytical mindset with the ability to validate data, solve problems and translate complexity into clear customer outcomes.
- High attention to detail, strong risk awareness and experience working within structured governance and quality frameworks.
- Effective stakeholder management and communication skills, with a proactive approach to continuous improvement and automation.
What’s 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, we’re 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 we’re proud to support. Joining ING means stepping into an environment where your individuality isn’t just welcomed - it’s celebrated. We’ve built a culture that’s fun, inclusive, and supportive, giving you the freedom to be yourself, so you can do your thing.
Whether you’re taking ownership of exciting projects, thinking outside the box, or working with global colleagues, you’ll find ING is the kind of place where growth isn’t just a possibility; it’s a promise. As a WGEA Employer of Choice for Gender Equality and Family Inclusive workplace, you’ll 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 you’re interested but don’t meet all the criteria, we encourage you to apply. 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
Sound like your kind of vibe? We can’t wait to hear from you!
(One last note: We operate using a direct talent sourcing model, so no agency introductions, please.)
ING is Australia’s most recommended bank according to RFI Global’s Consumer Atlas Survey, January–June 2025 (n = 29,510) when compared to customers of the 10 largest ADIs operating in Australia.
Need more?
Contact: Skye Griffiths on [email protected]
For support and adjustments, including DEI, LGBTQI+ confidential application support enquiries: [email protected]
Applications close Thursday 1st October
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Skills Required
- Experience in customer communications, campaign delivery, automation or regulatory/KYC environments.
- Proven SQL knowledge.
- Unica campaign-build skills.
- Exceptional analytical mindset with 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 ability to operate in Agile teams.
- Curious, proactive problem solver who looks for process improvement, optimisation and automation opportunities.
- Experience managing KYC, TDCDD, remediation or other regulatory communication journeys across multiple channels.
What We Do
ING is a pioneer in digital banking and on the forefront as one of the most innovative banks in the world. As ING, we have a clear purpose that represents our conviction of people’s potential. We don’t judge, coach, or tell people how to live their lives. However big or small, modest or grand, we empower people and businesses to realise their vision for a better future. We made the promise to make banking frictionless, removing barriers to progress, and make people confident in their financial decisions. As a global bank we have a huge opportunity – and responsibility – to make an impact for the better. We can play a role by financing change, sharing knowledge, and innovating. Being sustainable is in all the choices we make—as a lender, as a partner and through the services we offer our customers
