Chapter Lead

3 weeks ago

Sydney, Australia ING Full time

In 2024 are you ready to bring your exceptional **Chapter Lead** and People Leadership skills to become our **Chapter Lead - Campaign Data Analysts** at ING, Australia’s most recommended bank?

As our **Chapter Lead - Campaign Data Analysts**, working within the Customer Interactions Team, your Targeted Marketing team supports the Retail bank in interacting with customers through building personalised, below the line campaigns. This team is part of the Customer Interactions Tribe within the Retail.

Reporting to the Tribe Lead Customer Interactions, you’ll be responsible for coaching, developing and managing the team members in your chapter so that through their work, they can help customers to stay “a step ahead in life and in business”.

Being a Manager of Managers, you’ll take the lead in improving their craftsmanship by having continuous performance and career conversations and focusing on team development. You’ll inspire, develop, and embed campaign and data analytics expertise and encourage innovation within your chapter and tribe.

Ready to do your thing?

**What you’ll do**
- Effectively build, execute and deploy customer communication strategies across all channels, online and offline, working effectively with key stakeholders
- Provide end-to-end steering and oversight of programs of delivery to drive successful outcomes to time and budget.
- Perform the Chapter Lead position, unattached to a squad, however, at times you will be required to step in to support the Squads; where you’ll manage, coach and develop Campaign Data Analysts to ensure sufficient skillset and high work standards.
- Represent the voice of the customer; have a strong vision as to how to attract and retain customers and focus on continuously improving the customer benefits ING is offering and the key moments of truth for customers.
- Propose and implement structural improvements to work processes, products, services or channels following improvement needs being identified.
- Analyse margin, volume, market share and profitability and set targets; keeping customer interests as the priority while ensuring the sustainability of the customer journey and product by meeting agreed financial targets.
- Align the various stakeholders’ differing interests ensuring that the squad’s interest and priorities are met.

**What we’re looking for**
- Degree in an analytical or technical discipline
- 5+ years of experience in customer campaign execution, including planning, sizing, list extraction and reporting.
- Proven experience leading teams, with manager of manager level experience essential.
- Excellent documentation and writing skills with a focus on data quality and information management.
- Extensive multitasking abilities and capacity to work independently under tight deadlines.
- Extensive skills in SQL and SAS with advanced level MS Excel and MS Office knowledge
- High analytical, problem-solving, and lateral thinking skills with efficient project planning and execution
- Quick adaptability to new database infrastructures
- Excellent interpersonal, negotiation, and relationship-building skills, with the ability to present technical solutions in a business context.
- Banking and Financial services experience - nice to have.
- Familiarity with Business Intelligence tools (e.g., Tableau, Cognos Analytics, Power BI) - nice to have.
- Knowledge of statistical, mathematical and data modelling methods - nice to have.
- Understanding of data warehousing and analytics principles - nice to have

**What’s in it for you**?
- 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?**

**Applications close on 22 September 2024

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