Product Area Lead

2 weeks ago

Sydney, New South Wales, Australia ING Bank (Australia) Limited Full time

About the Role

ING Bank (Australia) Limited is seeking an experienced Product Area Lead – Communication Strategy and Optimisation to join our Customer Interaction Tribe. This is an exciting opportunity to lead end-to-end accountability for BTL communication, oversee comprehensive Customer Communication process, and drive technology transformation in the communication space.

Key Responsibilities

  • Own end-to-end accountability for BTL communication: oversee and steer comprehensive Customer Communication process, the overall customer interaction model, communication strategy, technology used, including potential enhancements, business and revenue results, overall efficiency, and continuous improvement.
  • Act as our Technology Transformation Leader: lead technology transformation in the communication space; ensuring that cutting-edge technologies are leveraged to enable market leadership and enhance continuous progress across customer experience and business growth. Rethinking and re-designing core technology, including process, platforms, proposing new digital solutions and fostering a culture of innovation.
  • Collaborate with Senior Management: act as our key partner for senior management within ING; collaborating closely with senior internal stakeholders, including Business LT, Head of Retail, Head of Marketing and Brand, Technology Leads, Architecture - to support business goals and priorities.
  • Be a Leader of Leaders: managing BTL leadership team, formulating expectations and providing guidance to technical execution, optimisation analyses and reporting; customer relationship building; collaborating with cross-functional leads to remove blockers, ensure timely delivery and alignment with Bank's objectives, Customer Development goals, Retail strategy and ensuring continuously delivering business results.
  • Utilise your data-driven optimisation skills: using your advanced analytical capabilities - triggers, stimulates and steer process of the analysis of campaign performance, including key metrics to identify insights, trends, and opportunities for optimisation. Use these data-driven insights to inform decision-making and drive continuous improvement.
  • Below The Line communication governance: drive the Retail Bank Leadership Team approved communication strategy, including start/stop/change decisions. Act as the formal escalation point for any communication strategy deviations with a say on resolutions.
  • Deliver Continuous Improvement: keeping abreast of industry trends, best practices, and emerging technologies in direct marketing optimisation. Proactively identifying opportunities to enhance our direct marketing capabilities and drive innovation.

Requirements

  • Degree qualified in analytics or technology, numeric disciplines - Information Technology, Computer Science, Engineering, or related field.
  • Superior analytical skills including practical past experience in any of the programmatic languages - SQL, advanced analytical techniques.
  • Proven hands-on experience with communication platforms.
  • Good understanding of Retail Banking landscape and dynamics.
  • Proven experience in leading cloud-based technology transformation in communication space.
  • Significant experience leading cross-functional teams, with proven manager of managers experience.
  • 10 Years experience in leading communication domain, including responsibility for communication technology and optimisation and advanced analytics.

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