Customer Experience Innovator and Leader

3 days ago

Sydney, New South Wales, Australia ING Full time

The Co E Lead/Head of Customer Experience role is a key leadership position within the ING Retail Bank, responsible for overseeing the bank's end-to-end Customer Experience program. This broad scope includes leading the Voice of the Customer program to translate customer feedback into actionable insights, shaping product and service enhancements that deliver on ING's service promise.

You will bring the customer experience process to life in your own way, aligning with the refreshed strategy for the Retail Bank. This is an opportunity to drive continuous improvement in customer experience through identifying and executing opportunities that ultimately look to improve our Net Promoter Score (NPS) and reduce problems and complaints.

**Key Responsibilities:**

  • Design and management of the Voice of the Customer Programme, transforming customer feedback into strategic action across the bank's products and services.
  • Foster a culture of continuous enhancement by providing analytics, insights, and research to ensure ING has a clear view of customer sentiment and feedback across customer segments, products, and channels.
  • Conduit between local and global stakeholders, sharing and learning from best practice insights.
  • Support Product Tribes to refine customer journey maps and partner with cross-functional teams to design and implement service improvements to ensure a seamless experience from first touch to ongoing engagement.
  • Identify trends and opportunities based on customer feedback, problems, and complaints, and stakeholder insights, to create and deliver initiatives with tribes and channels that will positively impact customer experience and increase satisfaction and advocacy metrics (including NPS, MOT, Easy Scores).

**What We're Looking For:

  • 5+ years leadership of diverse teams (both direct and indirect).
  • Previous experience leading a team and working in a senior leadership role.
  • Exceptional analytical abilities, paired with a talent for translating data into compelling business strategies.
  • A proven track record of leading high-performing teams, fostering an environment of innovation and excellence.
  • A natural innovator and an inherent ability to think outside the box.

**Estimated Salary:** $120,000 - $180,000 per annum, depending on experience and qualifications.

ING offers a competitive salary package, including benefits such as discounted health insurance, additional rest days, and IMPACT days to volunteer on approved sustainability activities.

  • Customer Experience Leader

    2 weeks ago

    Sydney, New South Wales, Australia Apple Full time

    About the Role: We are seeking an exceptional Customer Experience Leader to join our team at Apple. As a key member of our Retail Customer Care department, you will be accountable for driving specialist performance in delivering outstanding customer experiences. Your primary responsibility will be to oversee daily work performance, ensuring specialists meet...

  • Customer Experience Innovator

    4 days ago

    Sydney, New South Wales, Australia Virgin Australia Full time

    Role OverviewWe are seeking a Customer Experience Innovator to join our team at Virgin Australia. This is an exciting opportunity to make a real impact on the customer experience and help shape the future of our loyalty program.

  • Customer Experience Innovator

    3 weeks ago

    Sydney, New South Wales, Australia Firesoft People Full time

    As a Customer Experience Innovator at Firesoft People, you will have the opportunity to lead projects that deliver customer experience insights and solutions. Your work will involve scoping, pilot projects, and proof of concepts to ensure that products and services meet customer needs.Key Responsibilities:Lead projects to develop customer experience insights...

  • Customer Experience Leader

    2 days ago

    Sydney, New South Wales, Australia Apple Full time

    Job OverviewWe are seeking a skilled Customer Experience Leader to oversee the performance of our specialists. This role requires excellent communication skills, attention to detail, and leadership abilities. As a key member of our Retail Customer Care team at Apple, you will be responsible for driving excellence in customer experience.Responsibilities-...

  • Customer Experience Innovator

    2 weeks ago

    Sydney, New South Wales, Australia Virgin Australia Full time

    About Virgin AustraliaVirgin Australia is an airline that prides itself on being different. We strive to make flying not just 'nice', but exceptional. Our team is passionate about delivering outstanding customer experiences, prioritizing safety, and fostering a diverse and inclusive workplace.We're seeking a Customer Experience Innovator to join our...

  • Customer Experience Leader

    4 days ago

    Sydney, New South Wales, Australia Cisco Full time

    Cisco is seeking a highly skilled Customer Experience Leader to join our Customer Experience (CX) team. As a key player in this journey, you will focus on value creation for customers across the whole portfolio of products, software, and services.This role is crucial in fostering deep trust and building lasting relationships with our customers. You will help...

  • Customer Experience Innovator

    3 weeks ago

    Sydney, New South Wales, Australia Virgin Australia Full time

    At Virgin Australia, we're committed to delivering exceptional customer experiences. As a key member of our team, you'll play a vital role in shaping the future of loyalty and rewards.About UsWe're an airline that dares to be different, with a passion for innovation and a focus on making flying better than 'nice'. Our team is dedicated to creating memorable...

  • Customer Experience Innovator

    2 weeks ago

    Sydney, New South Wales, Australia Virgin Australia Full time

    Welcome to Virgin Australia, where we're passionate about delivering exceptional customer experiences.Salary: $120,000 - $150,000 per annumAbout the Role:The Loyalty Platform Specialist will play a key role in shaping our loyalty programs, working closely with business stakeholders to understand their needs and develop innovative...

  • Customer Experience Innovator

    1 week ago

    Sydney, New South Wales, Australia Virgin Australia Full time

    About UsWe're Virgin Australia, an airline that's always done things differently. Our approach to customer experience is centered around delivering more than just a flight – it's about making every journey better.Job OverviewThe Loyalty Platform Specialist plays a key role in our customer experience team, advising business stakeholders on the capabilities...

  • Supply Chain Innovation Leader

    4 days ago

    Sydney, New South Wales, Australia Procter and Gamble Full time

    About P&GWe produce globally recognized brands and grow the best business leaders in the industry.With a portfolio of trusted brands as diverse as ours, it's essential our leaders can lead with courage across various brands, categories, and functions.We serve consumers worldwide with one of the strongest portfolios of trusted, quality, leadership brands.Our...

  • Digital Customer Experience Innovator

    4 days ago

    Sydney, New South Wales, Australia OTR Full time

    About the Role:As a Digital Strategy Analyst, you will support the evolution of our OTR App, ensuring it aligns with business objectives, meets customer needs, and delivers a sustainable, differentiated experience. Your expertise will support stakeholders in designing seamless app-based journeys and scalable solutions that enhance revenue and customer...

  • Customer Experience Leader

    1 week ago

    Sydney, New South Wales, Australia Apple Full time

    At Apple, we are seeking a Customer Experience Leader to join our Retail Customer Care team. This role is ideal for individuals with strong leadership skills and excellent communication abilities.Job SummaryWe are looking for a highly skilled and motivated individual to lead our Home Service team in delivering exceptional customer experiences. As a Customer...

  • Business Innovation Leader Intern

    2 weeks ago

    Sydney, New South Wales, Australia Procter and Gamble Full time

    Unlock Your Potential as a Business Innovation LeaderWe are seeking highly motivated and driven students to join our Summer Business Internship Program at Procter & Gamble. This is an exceptional opportunity for you to develop your leadership skills, gain real-world experience, and contribute to the success of one of the world's leading consumer goods...

  • Customer Experience Leader

    1 week ago

    Sydney, New South Wales, Australia EBOS Group Limited Full time

    Transformative Opportunity for a Customer Experience LeaderWe are seeking an exceptional Customer Experience Leader to join our team at EBOS Group Limited, a leading provider of healthcare solutions in Australia and New Zealand. As a key member of our Shared Services Team, you will be responsible for driving customer-focused initiatives that deliver positive...

  • Customer Experience Innovator

    2 weeks ago

    Sydney, New South Wales, Australia Intercom Full time

    Unlock Exceptional Customer Experiences as a Technical Support SpecialistWe are seeking an experienced Technical Support Specialist to join our team at Intercom. As a leading customer service platform, we help businesses deliver exceptional support experiences to their customers.About the RoleThis is a technical role that requires strong engineering and web...

  • Strategic Leader

    4 weeks ago

    Sydney, New South Wales, Australia Women's and Children's Health Network Full time

    About the RoleThe Women's and Children's Health Network (WCHN) is seeking a highly strategic and innovative leader to drive the advancement of research, innovation, and digital health initiatives. This key executive role will provide strategic leadership across interdisciplinary teams, overseeing ICT and research projects in healthcare and digital health...

  • Customer Experience Leader

    4 weeks ago

    Sydney, New South Wales, Australia Arete Executive Full time

    About The OpportunityWe are seeking a dedicated and exceptionally talented professional to spearhead digital transformation initiatives for our client's B2B Enterprise in Building Services. This role is pivotal to our client's digital transformation journey, focusing on revolutionising how customers engage across all touchpoints—online and offline.You'll...

  • Customer Experience Coaching Leader

    2 weeks ago

    Sydney, New South Wales, Australia Invocare Full time

    About InvoCareWe are a leading provider of funeral services in Australia, New Zealand and Singapore. Our commitment to compassion, excellence, and innovation sets us apart.Your Role:As a Regional Manager, Customer Experience Coaching, you will lead and develop a field team of customer experience coaches, ensuring they are equipped with the skills and...

  • Lead Customer Experience Innovator

    3 weeks ago

    Sydney, New South Wales, Australia Woolworths Full time

    About UsWe are Woolworths Group, a leading retail organization with a purpose to create better experiences together for a better tomorrow. Our team of 200,000+ bright minds is passionate about making a positive impact on the lives of our customers and communities.As a Senior Service Designer at Woolworths, you will play a crucial role in shaping the future...

  • Customer Experience Leader

    2 weeks ago

    Sydney, New South Wales, Australia Standards Australia Full time

    About the RoleThe Customer Experience Leader is a critical role at Standards Australia, responsible for delivering exceptional customer experiences across the organisation.This role involves developing and implementing strategies to enhance customer satisfaction, loyalty, and retention. The ideal candidate will have a proven track record of success in...