CoE Lead/Head of Customer Experience

3 weeks ago

Sydney, Australia ING Bank (Australia) Limited Full time

The CoE Lead/Head of Customer Experience role represents a key leadership position within the ING Retail Bank responsible for ownership of the bank’s end to end Customer Experience program. The role has broad scope including both leadership of 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’ll bring the customer experience process to life in your own way that aligns 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 NPS and work towards a reduction in problems and complaints.

What you’ll do

  • 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 (internally and externally).
  • 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).
  • Contribute to the continued improvement in customer satisfaction and experience through partnering with the Service Design domain in development of new products, processes, and services

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.

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 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?
Contact Rachel Yuen on rachel.yuen@ing.com 

Applications close Wednesday 11th December

Before you apply
Here at ING we consider employee development to be important and encourage existing employees to apply for suitable internal positions. It is expected that any employee applying for a vacant position would have been in their current role for a minimum of twelve (12) months before applying. This may be waived in special circumstances and after consultation with your manager.

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