Optimizing Customer Journeys

2 weeks ago

Sydney, New South Wales, Australia beBeeDigitizer Full time $126,000 - $154,000
Customer Experience Expert

We are seeking a highly skilled Customer Experience Expert to join our team. As a key member of our organization, you will play a pivotal role in driving the digitization of our Daily Banking experience for customers.

Your primary focus will be on continually improving the transaction banking and savings customer experience through strategic technology projects. You will need to have a sharp eye for optimizing processes and digitizing them for an optimal customer experience while meeting risk, regulatory, and overall targets.

Main Responsibilities:

  • Lead the development and implementation of Daily Banking digitization initiatives
  • Analyze moments of truth and monitor customer feedback to identify opportunities to improve the customer experience
  • Map, document, continuously improve, and publish customer journeys and processes
  • Lead agile delivery of initiatives and ensure continuous improvement in our systems and processes

About You:

  • Proven customer experience and digitization expertise (7+ years)
  • Proven experience in mapping and improving processes, services, and supply chain concepts
  • Experience in digitization, process improvement, and operational efficiency programs with a lens on customer experience at the core
  • An analytical mindset using data to drive decision-making
  • Exceptional communication & stakeholder management skills

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:

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. We're a team where individuality is encouraged, and we celebrate success.

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