Associate Customer Journey Expert, Safe Business

5 months ago

Sydney, Australia ING Group Full time

Associate Customer Journey Expert, Safe Business

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?

ING Australia's Mortgages tribe is on the search for Associate Customer Journey Experts The Mortgages Tribe is responsible for driving the end to end performance of the mortgage business through development of a clear mortgage strategy, and working with all areas of the business, including technology delivery, to drive cross functional execution of this strategy.

Within the Tribe, the Portfolio chapter is focused on 2 objectives - designing and delivering initiatives to minimise attrition of existing mortgage customers, and - ensuring that customer's products work as intended, with customer remediation completed to fix issues where this does not occur.

**What You'll Do**
- Hands on management of ongoing customer remediations in the Mortgages Portfolio. This includes investigations into root causes, drafting letters, defining the remediation solution, and project management of any customer compensation that is required.
- Implement new controls to the operational risk framework to prevent the recurrence of any issues affecting customers.
- Drive system fixes to prevent recurrence of the issues affecting customers by assisting with business requirements.
- Manage and resolve incidents, events and issues and determine improvements required for the product or service. You propose and implement structural improvements to work processes, products, services or channels following improvement needs being identified.

**What We're Looking For**
- Demonstrated deep and broad level of experience (3+ years) in the fundamentals of one or more core pillars of a Customer Journey Expert, such as, Customer experience, risk remediation, product management, and management of risk events and issues to closure.
- Demonstrated self-leadership and is confident to work independently whilst also performing more complex tasks and analysis
- Strong communication skills and is capable of influencing stakeholders to ensure optimal outcomes are achieved
- Exposure to remediation of risk issues, especially where customer impacts need to be understood and addressed
- Obsessed about our customers and ensures that we are delivering positive customer outcomes and experiences.

**What's in it for you?**
- Discounted ING Health Insurance
- An additional Rest Day to support your well being
- An IMPACT day to volunteer on approved sustainability activity to give back to our community

**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?**

Job ID REQ-10070045

  • Customer Journey Expert

    5 months ago

    Sydney, Australia ING Group Full time

    Customer Journey Expert At ING Australia, you will have the chance to build a career as unique as you are, with the global scale, support, 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...

  • Customer Journey Expert

    5 months ago

    Sydney, Australia ING Group Full time

    Customer Journey Expert - Mortgages 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? At ING, the Mortgages...

  • Customer Journey Expert

    7 months ago

    Sydney, Australia ING Full time

    At ING Australia, you will have the chance to build a career as unique as you are, with the global scale, support, 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 will be...

  • Customer Journey Expert

    5 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? At ING, the Mortgages Tribe is responsible for...

  • Customer Journey Expert

    6 months ago

    Sydney, Australia ING Full time

    At ING Australia, you will have the chance to build a career as unique as you are, with the global scale, support, 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 will be...

  • Customer Journey Expert

    6 months ago

    Sydney, Australia ING Group Full time

    At ING Australia, you will have the chance to build a career as unique as you are, with the global scale, support, 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 will be...

  • Customer Journey Expert

    5 months ago

    Sydney, Australia ING Group Full time

    Customer Journey Expert - Cloud The Customer Journey Expert (CJE) -Public Cloud works across multiple squads in Platform Engineering Tribe within ING's OWoW organization. As a CJE, you'll have the expertise in one or more of the areas of product management, channel and process optimization, or other relevant areas that are required in the Public Cloud...

  • Customer Journey Expert

    7 months ago

    Sydney, Australia ING Full time

    At ING Australia, you will have the chance to build a career as unique as you are, with the global scale, support, 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 will be...

  • Customer Journey Expert

    2 months ago

    Sydney, Australia ING Full time

    At ING Australia, we're dedicated to fostering a culture of inclusivity and innovation, with the support and resources you need to succeed. Join us today and take the first step towards building a career as exceptional as you are. As a Customer Journey Expert, you will sit within the Business Banking Tribe focused on lending & deposits to SME and Mid-Corp...

  • Customer Journey Expert

    5 months ago

    Sydney, Australia ING Group Full time

    Customer Journey Expert - Security and Risk An exciting opportunity has now become available for an experienced **Customer Journey Expert - Security & Risk, **to join our IT Service Management - Tech SRE Team. This is a newly created position with a major focus on Risk. You'll be the key individual in the enhancement and upkeep of our security and risk...

  • ING Agile Customer Journey Expert

    4 days ago

    Sydney, New South Wales, Australia ING Full time

    We're seeking an exceptional Product Owner to join our dynamic team at ING Australia and embark on our digital transformation journey.As a Customer Journey Expert, you'll represent the voice of the customer, driving the development and execution of complex change initiatives in our Agile delivery environment.Key responsibilities include assisting in the...

  • Customer Journey Expert

    5 months ago

    Sydney, Australia ING Full time

    The Customer Journey Expert (CJE) -Public Cloud works across multiple squads in Platform Engineering Tribe within ING's OWoW organization. As a CJE, you’ll have the expertise in one or more of the areas of product management, channel and process optimization, or other relevant areas that are required in the Public Cloud CoE You will be responsible for the...

  • Pal Safe Business

    5 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? At ING, the Daily Banking Tribe is responsible for...

  • Customer Journey Expert

    13 hours ago

    Sydney, Australia ING Full time

    Are you driven by the desire to shape the future of banking? As **Customer Journey Expert** for our **Daily Banking Transformation initiative**, you'll be a key contributor to the modernising and transforming of ING's Daily Banking proposition to drive our customer and business growth aspirations. This role places you at the heart of our strategic mission...

  • Manager Customer Journey Strategy

    2 months ago

    Sydney, Australia Qantas Airways Limited Full time

    Drive initiatives that transform customer experiences and reinforce Qantas’ position as a global leader in aviation- - Lead the development and execution of the end-to-end customer experience- - 12-months Fixed Term Contract, based at our Mascot CampusWe’ve always been pioneers, and we’re proud to see that spirit in our people today. Our resilience has...

  • Customer Journey Expert

    5 months ago

    Sydney, Australia ING Full time

    An exciting opportunity has now become available for an experienced **Customer Journey Expert - Security & Risk, **to join our IT Service Management - Tech SRE Team. This is a newly created position with a major focus on Risk. You’ll be the key individual in the enhancement and upkeep of our security and risk environment by liaising with both the wider...

  • Senior Customer Journey Expert, Origination, Mortgages

    3 weeks ago

    Sydney, Australia ING Bank (Australia) Limited Full time

    At ING Australia, we believe that your individuality is what makes you stand out from the crowd. That's why we offer a career that's as unique as you are. With a global scale, inclusive culture, and cutting-edge technology at your fingertips, you'll have everything you need to become the best version of yourself.We’re on the hunt for an experienced Senior...

  • Customer Journey Consultant

    5 months ago

    Sydney, Australia Digital Alchemy Full time

    **Customer Journey Consultant** Digital Alchemy, A global Marketing Automation Services Provider, provides marketing services and technical support to local and global organizations. We have a network of 8 offices spanning Asia and the Americas. Our philosophy is based on the interaction of 3 transformations, 1. Our personal Transformation to learn and...

  • CRM Coordinator

    2 weeks ago

    Sydney, New South Wales, Australia White Fox Boutique Full time

    At White Fox, we're on a mission to revolutionize the fashion industry with our cutting-edge online platform.As a CRM Coordinator, you'll play a crucial role in driving our customer journey management strategy, leveraging your expertise in segmentation, testing, and campaign execution.Key Responsibilities:Develop and implement targeted campaigns across...

  • Head of Customer Strategy and Journey

    5 months ago

    Sydney, Australia Qantas Airways Limited Full time

    Lead the design of Qantas’ end-to-end customer journey experience- Senior leader directly impacting the experience given to our customers- Permanent role based at Qantas’ Mascot Head Office Our customers come first. We’re constantly challenging ourselves to reimagine our customer experience, and work to connect and build trust. Ultimately, our service...