Customer Journey Expert

We’re embarking on a digital transformation journey at ING, and on the hunt for an experienced Customer Journey Expert to join our Financial Crime & Fraud Prevention (FCFP) Tribe. You’ll help us find and resolve our Retail Bank customer friction points to enhance customer experience.
You’ll be responsible for the development, prioritisation, and benefits realisation of projects and initiatives allocated within the FCFP Tribe and will use ING Australia’s Delivery Playbook as a guiding framework for project delivery, whilst proactively managing business stakeholder and senior management communications at a level commensurate to their seniority.
Additionally, you’ll confidently adapt your communication style to different audience s, oscillating between sufficient detail for a delivery squad to understand initiative requirements and outcomes and succinctly articulating the business value, risk and impact of those outcomes to Senior Leaders, including ExCo Members and Head Office Program Leads.
Whilst the project and initiatives are primarily focused around technical and process change implementation, your focus will be on understanding and then continually monitoring the customer and business benefit profiles of those changes; operating on the premise that benefits may dynamically change throughout the lifecycle of a project.
This role is a 9 month fixed term contract that can be based in either Sydney or Wyong.
What you’ll do
R epresent the voice of the customer, have a strong vision as to how to identify friction points in our customers journeys and focus on continuously improving the key moments of truth for customers.
Be able to understand and clearly articulate the benefits profile of multiple initiatives to prioritize value to our customers and to our business stakeholders.
Be a business owner of both process and technical solutions including the Customer Value Propositions and end-to-end process es.
P articipate in Agile ceremonies, standard scrum events for the squad stand up, refinements, reviews and retrospectives.
What we’re looking for
A strong understanding of customer friction points from a previous customer facing or customer experience role.
Previous experience presenting initiative business cases/defining benefits and value to Senior Business Leaders.
Sound analytical skills and the ability to make data-driven recommendations and decisions.
The capacity to pivot and re-plan as business/customer value shifts priorities.
The ability to work effectively in a diverse team based environment as well as autonomously.
Experience within a Financial Services environment or consultancy firm is ideal, where regulatory compliance requirements meet stakeholder/customer experience to drive proposition development.
What’s in it for you?
Drop everything and learn with over 16,000 professional and personal development courses to choose from
Discounted ING Health Insurance
An additional Rest Day to support your wellbeing
An IMPACT day to volunteer on 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 Tues day, the 4th of March.
Still in two minds?
LI-DNI