Customer Insights Analyst

At ING Australia, we believe that your individuality is what makes you stand out from the crowd. That's why we offer a career that's as unique as you are. With a global scale, inclusive culture, and cutting-edge technology at your fingertips, you'll have everything you need to become the best version of yourself.

We're on the hunt for an experienced Customer Insights Analyst - Mortgages to join our high performing Customer Insights team.

You'll be instrumental across all stages of analysis, including, but not limited to, planning, forecasting, behavioural investigation, research integration, and across all stages of the customer lifecycle and value management.

You'll be an integral part of our Customer Insights team, which is the CoE for the analytics function, for our retail bank. The CI team is also a strategic partner for the business, equipping our stakeholders with data and insights to help identify, assess and quantify opportunities and outcomes, drive decisions, as well as to understand their impacts.

**What you'll do**
- Develop analytics reporting to understand customer behaviour, channel use, customer segments, product value, social media and lifetime value and presenting these insights and recommended actions in an engaging way
- Use complex data and tools to understand all aspects of process performance and explain performance trends to senior stakeholders and business partners
- Recommend process improvements to senior stakeholders
- Utilise best practice data visualisation techniques to powerfully convey insights and facilitate data discovery
- Drive a culture of continuous improvement and innovation within business units to improve service, reduce costs and manage risk within appetite
- Manage, coach and develop Reporting Analyst(s) who support the day-to-day production of analytics assets
- Explain complex analytical and technical details, including forecasting models and statistical concepts, in simple terms to business stakeholder

**What we're looking for**
- Degree qualification in a business, management or finance discipline
- Advanced working knowledge of MS SQL / Teradata, SAS (Enterprise Guide and SAS Macros) and Excel is a must have - SQL testing is a part of this recruitment process
- Minimum 5 years within operational environment and 2+ years experience in development of metrics, analysis and modelling
- Excellent working knowledge of Tableau / Power BI
- Experience in building predictive analytical models (eg. Python)
- Exceptional business acumen, influencing skills, and the ability to produce insights with clear articulation of findings to stakeholders across the business and at all levels of management. You must be able to articulate technically complex concepts used in modelling and analytics in simple business language
- The ability to take ownership, be autonomous, but also seek assistance when required
- Exceptional analytical, problem solving, lateral thinking and interpretive skills
- Excellent communication and interpersonal skills with a customer-centric focus on delivery and meeting outcomes
- Experience in mortgages domain would be considered highly advantageous
- Bonus if you experience in banking or financial services

**What's in it for you**?
- Discounted ING Health Insurance
- An additional Rest Day to support your wellbeing
- An IMPACT day to volunteer on an 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 on 5th November 2024
**Before you apply