Coe Lead Customer Experience

2 weeks ago

Sydney, Australia ING Full time

The CoE Lead Customer Experience role represents a key leadership position within the ING Retail Bank responsible for ownership of the bank’s end to end Customer Experience program. The role has broad scope including both leadership of the “Voice of the Customer” program to translate customer feedback into actionable insights, shaping product and service enhancements that deliver on ING’s service promise.

You’ll bring the customer experience process to life in your own way that aligns with the refreshed strategy for the Retail Bank. This is an opportunity to drive continuous improvement in customer experience through identifying and executing opportunities that ultimately look to improve our NPS and work towards a reduction in problems and complaints.

**What you’ll do**
- Designing and management of the Voice of the Customer Programme, transforming customer feedback into strategic action across the bank’s products and services.
- Fostering a culture of continuous enhancement by providing analytics, insights and research to ensure ING has a clear view of customer sentiment and feedback across customer segments, products and channels (internally and externally).
- Conduit between local and global stakeholders, sharing and learning from best practice insights
- Developing and refine customer journey maps with Product Tribes and partner with cross-functional teams to design and implement service improvements to ensure a seamless experience from first touch to ongoing engagement.
- Identifying trends and opportunities based on customer feedback, problems and complaints, and stakeholder insights, to create and deliver initiatives with tribes and channels that will positively impact customer experience and increase satisfaction and advocacy metrics (including NPS, MOT, Easy Scores).
- Contributing to the continued improvement in customer satisfaction and experience through active representation and customer lead design in the development of new products, processes, and services as well as other customer-impacting initiatives

**What we’re looking for**
- 5+ years leadership of diverse teams (both direct and indirect).
- Previous experience leading a team and working in a senior leadership role.
- Exceptional analytical abilities, paired with a talent for translating data into compelling business strategies.
- A proven track record of leading high-performing teams, fostering an environment of innovation and excellence.
- A natural innovator and an inherent ability to think outside the box.

**What’s in it for you**
- ** Drop everything and learn with over 16,000 professional and personal development courses to choose from**:

- **Discounted ING Health Insurance**:

- ** An additional Rest Day to support your wellbeing**:

- ** An IMPACT day to volunteer on an approved sustainability activity**

**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 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.

We are all about celebrating success and as a result we are proud to be a WGEA Employer of Choice for Gender Equality and a certified Family Inclusive workplace.

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.)

**Need more?**

**Before you apply

  • Channels Analytics Coe Lead

    1 week ago

    Sydney, New South Wales, Australia ING Group Full time

    Channels Analytics CoE LeadING Australia are hiring for a Channel Analytics CoE Lead within our Retail Banking team Within Customer Insights chapter, the analytics team for Channel provides insights and analytics support to the Contact Centre including Customer Experience within the retail bank. The Channel Analytics CoE Lead role has responsibility for the...

  • Channels Analytics Coe Lead

    3 weeks ago

    Sydney, Australia ING Full time

    ING Australia are hiring for a Channel Analytics CoE Lead within our Retail Banking team! Within Customer Insights chapter, the analytics team for Channel provides insights and analytics support to the Contact Centre including Customer Experience within the retail bank. The Channel Analytics CoE Lead role has responsibility for the development of insights...

  • Customer Experience Lead

    3 days ago

    Sydney, Australia Qantas Airways Limited Full time

    Opportunity to develop, drive and lead the customer experience strategy across Qantas Loyalty - Be part of a high performing team to improve customer experiences across the customer journey - Permanent position based at our Head Office in Mascot Qantas Loyalty is an integral part of the Qantas brand, with a vision to be the most valued and trusted Loyalty...

  • Risk in Change

    2 months ago

    Sydney, Australia ING Group Full time

    Risk In Change - Technology CoE Lead At ING Australia, you'll have the chance to build a career as unique as you are, with the global scale, inclusive culture, and technology to become the best version of you. And we are counting on your unique voice and perspective to help ING Australia become even better. Join us and build an exceptional experience for...

  • Risk in Change

    4 weeks ago

    Sydney, Australia ING Group Full time

    Risk In Change - Technology CoE Lead At ING Australia, you'll have the chance to build a career as unique as you are, with the global scale, inclusive culture, and technology to become the best version of you. And we are counting on your unique voice and perspective to help ING Australia become even better. Join us and build an exceptional experience for...

  • Coe Lead

    1 week ago

    Sydney, New South Wales, Australia WooliesX Full time

    The opportunity to collaborate with some of the brightest and best minds in Australia Lead an incredible team of Performance Test Engineers including mentoring and coaching their personal development Permanent role based in Surry Hills, with remote working flexibility**We are Woolies X**As a business inside one of Australia's largest retailers, WooliesX aims...

  • Risk in Change

    2 months ago

    Sydney, Australia ING Group Full time

    At ING Australia, you'll have the chance to build a career as unique as you are, with the global scale, inclusive culture, and technology to become the best version of you. And we are counting on your unique voice and perspective to help ING Australia become even better. Join us and build an exceptional experience for yourself and you'll be making a...

  • Risk in Change

    4 weeks ago

    Sydney, Australia ING Group Full time

    At ING Australia, you'll have the chance to build a career as unique as you are, with the global scale, inclusive culture, and technology to become the best version of you. And we are counting on your unique voice and perspective to help ING Australia become even better. Join us and build an exceptional experience for yourself and you'll be making a...

  • Risk in Change

    2 weeks ago

    Sydney, Australia ING Full time

    At ING Australia, you’ll have the chance to build a career as unique as you are, with the global scale, inclusive culture, and technology to become the best version of you. And we are counting on your unique voice and perspective to help ING Australia become even better. Join us and build an exceptional experience for yourself and you’ll be making a...

  • Analytics Innovation Coe Lead

    1 week ago

    Sydney, New South Wales, Australia ING Full time

    ING, Australia's most recommended bank is on the hunt for an experienced Analytics Innovation CoE Lead to join our high performing Customer Insights team in a newly created position. You'll have the opportunity to bring your expertise to a high performing team and make a real impact the analytics within the bank.You'll be an integral part of our Customer...

  • Coe Lead

    6 days ago

    Sydney, Australia WooliesX Full time

    The opportunity to collaborate with some of the brightest and best minds in Australia - Lead an incredible team of Performance Test Engineers including mentoring and coaching their personal development Permanent role based in Surry Hills, with remote working flexibility **We are Woolies X **As a business inside one of Australia's largest retailers, WooliesX...

  • Product Analytics Coe Lead

    2 months ago

    Sydney, Australia ING Full time

    Each day, millions of customers in over 40 countries use ING’s banking products and services. You’ll be contributing to their customer experience. You’ll be shaping the way they bank and empowering them to stay a step ahead in life and business. Are you ready to make a real impact on people’s lives? As the **Product Analytics CoE Lead** you’ll be...

  • Product Analytics Coe Lead

    2 days ago

    Sydney, Australia ING Full time

    Each day, millions of customers in over 40 countries use ING’s banking products and services. You’ll be contributing to their customer experience. You’ll be shaping the way they bank and empowering them to stay a step ahead in life and business. Are you ready to make a real impact on people’s lives? As the **Product Analytics CoE Lead** you’ll be...

  • Junior Experience Designer

    4 weeks ago

    Sydney, Australia The Customer Experience Company Full time

    **What to expect**: Here at The Customer Experience Company we believe in making experiences better for everyone, including our team. Work with us to design innovative end to end experiences - from Strategic Design, Service Design, Digital, UX/UI Design to Delivery and Implementation. We value our people, create space for them to lead and innovate, and work...

  • Junior Experience Designer

    1 week ago

    Sydney, New South Wales, Australia The Customer Experience Company Full time

    What to expect:Here at The Customer Experience Company we believe in making experiences better for everyone, including our team. Work with us to design innovative end to end experiences - from Strategic Design, Service Design, Digital, UX/UI Design to Delivery and Implementation.We value our people, create space for them to lead and innovate, and work within...

  • Product Analytics Coe Lead

    1 week ago

    Sydney, New South Wales, Australia ING Full time

    Each day, millions of customers in over 40 countries use ING's banking products and services. You'll be contributing to their customer experience. You'll be shaping the way they bank and empowering them to stay a step ahead in life and business. Are you ready to make a real impact on people's lives?As the Product Analytics CoE Lead you'll be responsible for...

  • Manager, Group Media Coe

    2 months ago

    Sydney, Australia Hatch Full time

    ** This role is at Commonwealth Bank (not for Hatch)** Hatch is supporting Commonwealth Bank to find a great Manager, Group Media CoE to join their Marketing team. Hatch exists to level the playing field for people as they discover a career that’s right for them. We model this in our hiring process for our partners like Commonwealth Bank. **About the...

  • Procurement Coe Leader

    3 days ago

    Sydney, Australia Lion Pty Ltd Full time

    2 May 2024- Sydney, NSW, AUAt Lion, we're not just about brewing great beer; we're about creating unforgettable experiences. We believe in the power of our products to bring communities together, spark conversations, and create lasting memories. We also believe in doing the right thing for the long term, so we never settle, always leading the way for things...

  • Sales & Transformation - Senior Consultant (Asia Pacific COE)

    2 months ago

    Sydney, Australia Deloitte Full time

    Job Requisition ID:  34991 Sales & Transformation – Senior Consultant (Asia Pacific COE) Flexible work arrangements – work in a way that suits you best. Salary packaging – to suit your personal and financial circumstances. Great opportunity to work on a key transformation agenda working closely with the Operate AP COE lead and the...

  • Sales & Transformation - Senior Consultant (Asia Pacific COE)

    3 days ago

    Sydney, Australia Deloitte Full time

    Job Requisition ID:  34991 Sales & Transformation – Senior Consultant (Asia Pacific COE) Flexible work arrangements – work in a way that suits you best. Salary packaging – to suit your personal and financial circumstances. Great opportunity to work on a key transformation agenda working closely with the Operate AP COE lead and the...