Chapter Lead

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.

Within Customer Interactions, the Customer Insights Chapter operates as an Analytics Hub and across 5 dedicated CoE’s provides insights and analytics support to the Product, Strategy, Channel and Operations groups. As **Chapter Lead, Customer Insights** you’ll have the responsibility for coaching, developing and managing Leads of the Customer Insights COEs and with support of those teams, the development of insights and analytics across the entire ING retail ecosystem.

You’ll deliver the analytics agenda for the entire Retail Bank, as well as Operations and KYC, providing high quality industry leading self-serve analytics solutions, continued optimisation of reporting and you’ll support enhancing the data fluency across the organisation.

Ready to make an impact?

**What you’ll do**
- Convert the retail plan into key proactive strategic initiatives in consultation with relevant stakeholders to ensure that the chapter is strongly aligned with the retail bank’s areas of focus.
- Enable your team managers to develop the appropriate skills and competencies by providing an environment to continuously improve and learn.
- Proactively search and find opportunities to support data and insights availability and accessibility to enable the organisation to get more data driven.
- Distil actionable insights that are meaningful to the business users
- Plan, coach, assess and develop your 5 direct report team managers while mentoring and managing day to day activities of the customer insight staff within the team
- Actively help develop the QBR requirements for the Chapter/Tribe.
- Work closely with other Chapter Leads across CI, Retail and the Operations Centres to deliver solutions required for the success of the chapter.
- Ensure compliance and regulatory requirements are met within agreed timeframes.
- Enable and support knowledge sharing both within the tribe and across other tribes.

**What we’re looking for**
- Experience using Tableau, SQL and data visualisation tools with knowledge spanning both the product and technical aspects of those solutions
- Excellent knowledge of Statistical and Mathematical Methods; Data mining, clustering & segmentation modelling techniques and Text mining; Process analysis and quality improvement with Advanced visualisation & data presentation skills
- Minimum of 10 years proven experience with database systems and data analysis/statistical analysis experience
- Exceptional Team management and mentoring experience; with manager of manager and broader daily team engagement experience; with a natural ability to inspire & engage a team
- High analytic, problem solving, lateral thinking and interpretive skills with excellent attention to detail
- Demonstrable knowledge of public and industry data sources and practices
- Desire to learn and succeed with a positive and proactive 'can-do' attitude
- Excellent process, documentation and writing skills with a keen understanding of data quality and information management principles with knowledge/experience in development methodologies.
- Good interpersonal, negotiation and relationship building skills with the ability to communicate and engage well with stakeholders at all levels in a highly professional manner and be able to present technical solutions in a business context.
- Excellent communication and interpersonal skills with a focus on customer focus on delivery and collaboration.

**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 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?**

**Applications close Thursday 30th November 2023

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