Associate Customer Journey Expert, Safe Business

6 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



  • 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...


  • 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...


  • 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...


  • 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...


  • 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...


  • 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...


  • 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...


  • Sydney, New South Wales, Australia ING Full time

    We're seeking a Customer Journey Expert to join our dynamic team in Sydney or Wyong. As a Product Owner, you'll represent the voice of the customer and focus on improving customer benefits and key moments of truth.The ideal candidate will have experience within a Financial Services environment, hold a Certified Scrum Product Owner qualification, and possess...


  • Sydney, New South Wales, Australia ING Full time

    About the RoleWe are seeking a highly skilled Senior Customer Journey Expert to join our Operations KYC Delivery Team. This is a 12-month fixed term contract and can be based in either Sydney or Wyong.As a key member of our team, you will assist in the development and lifecycle of initiatives allocated to the KYC Tribe's roadmap, including backlog...


  • 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...


  • 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...


  • 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...


  • 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

    6 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...


  • 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...


  • 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...


  • Sydney, New South Wales, Australia ResMed Full time

    Role OverviewWe are seeking a highly motivated and results-driven Sleep Health Journey Expert to join our Australian Consumer Care Centre team.


  • 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...


  • 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...


  • Sydney, New South Wales, Australia HCF Australia Full time

    Job OverviewWe are seeking a Marketing Automation Specialist to join our vibrant and fast-paced team at HCF Australia. As a champion of Salesforce Marketing Cloud, you will lead the design, build, QA, and deployment of member-driven campaigns.You will work closely with stakeholders to ensure strong collaboration, implementing best practice frameworks in...