Channels Analytics Coe Lead

7 months 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 and analytics across all the Customer touchpoints within the retail bank.

The purpose of the role is to help deliver the analytics agenda for the Contact Centre including Customer Experience through - high quality industry leading self-serve analytics solutions, continued optimisation of reporting and enhancing the data fluency across the CC.

**What You’ll Do**
- Convert the Contact Centre’s plan into key proactive strategic initiatives in consultation with key stakeholders to ensure that the squad is strongly aligned with the tribe’s and retail bank’s areas of focus.
- Enable the team members to develop the appropriate skills and competencies by providing an environment to continuously improve and learn.
- Proactively search and find sources of data to enable the organisation to get more data driven.
- Plan, coach, assess and develop the team members.
- Actively help develop the QBR requirements for the CoE/Chapter.
- Work closely with other Tribe Leads across Retails and the other chapters within CI to deliver solutions required for the success of the Contact Centre.
- Ensure compliance and regulatory requirements are met within agreed timeframes.
- Enable and support knowledge sharing both within the chapter, across CI and other tribes.

**What We’re Looking For**
- 8 years of business, database systems and data analysis/statistical analysis experience
- Advanced SQL, SAS, Tableau, Power BI or similar query language.
- Degree in Business Information Systems or Analytical disciplines (Economics, Maths, Statistics, Actuarial Studies) or related discipline.
- Process analysis and quality improvement skills Provide insights and analysis that are well presented and meaningful to the business to engage with stakeholders at all levels of management
- Manage day to day functions in the delivery of insights.
- Also having GCP and Microsoft Azure experience is highly desirable.

**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?

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