Customer Insights Analyst

4 days ago

Sydney, Australia ING Bank (Australia) Full time

It’s a fun and exciting time to join ING, Australia’s most recommended bank for the 3rd year runnin. We’re looking for a **Customer Insights Analyst - Collections and Hardship **within the collections space, to join our amazing and high performing team.

Our Customer Insights team improve service and product offerings by understanding our Customers enquiries, actions and behaviours to deliver high impact and tangible financial results. That’s where you step in

You’ll be participating in planning, forecasting, deep-dive portfolio and behavioural analyses and ultimately providing intuitive and actionable insights to improve our business functions and customer experience. You’ll be well-versed in data discovery and manipulation, and have the goal of transforming business requirements into analytical approaches and insights.

Are you ready to make a real impact to our business and those customers who are going through hardship and most in need? Then this is the role for you

**What are you going to do? You will be**
- Leading reporting & analytics work streams which aim to use reporting, monitoring and predictive analytics to optimise process performance
- Using complex data and tools to understand all aspects of process performance and explain performance trends to senior stakeholders and business partners
- Recommending process improvements to senior stakeholders
- Utilising data visualisation techniques to powerfully convey insights and facilitate data discovery
- Driving a culture of continuous improvement and innovation within business units to improve service, reduce costs and manage risk within appetite
- Managing, coaching and developing Reporting Analyst(s) who support the day-to-day production of analytics assets

**What are we looking for? Someone who has**
- Extensive experience with querying languages (e.g. SQL, SAS) or other data mining and manipulation tools
- Experience in building predictive analytical models (e.g. Python)
- Experience with Tableau for effective data visualisation
- 2+ years’ experience in the collections space
- 2+ years’ experience in development of metrics, evaluation and modelling
- Strong communication skills

**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 modern and progressive team where individuality isn’t just accepted, it’s encouraged. You’ll be surrounded by people who are friendly, inclusive and respectful, who want you to reach your potential. It’s one of the many reasons we’re proud to be an Employer of Choice for Gender Equality.

We give people the freedom to take risks, stay curious and think differently, and seek new and better ways to make 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.

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.)

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