ING Bank - Head of Design

ING are one of the worlds largest banks, and fifth biggest in Australia by customer share.

An entirely digital bank, I led strategic design direction for the digital customer experience. New product and feature design. Operational design support for the business, and a team of >25 staff and temporary designers and managers across UX, UI and Service Design.

Here are three impactful things I worked on.

Scaled Design

  • I doubled the size of the design COE from 12 to 25*

  • Hired and developed talent across design disciplines (UX, UI and Service Design) as well as training 2 graduates who started their design journeys here.

  • Ran CX Day - a company wide initiative to spend one day per year focussed on using design to solve customer problems large and small.

    *not including the two cast members of Bondi Rescue in the picture… or Roary the lion 😁

Re-platformed ING’s App

  • Worked with an extensive global ING team to re-platform ING’s core digital asset (ING App).

  • Overcame extensive technical and operational challenges to replace legacy tech with a platform able to support a design-led vision for future customer experience and functionality.

Product Innovation

  • Incepted and rolled out ING’s Reimagine Lab focussed on impactful brand-affirming innovation and putting a smile on the face of customers.

  • Secured, and was given responsibility for 1.7m in funding for the lab.

  • Orchestrated external partnership with Intelligent Foundation to provide an extensible back end for charitable donations globally.

  • Launched “Round Up to Charity” feature. Allowing customers to automate charitable donations.