Analyst, Customer Experience & Research CoE
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Job Location:
Monthly Salary:
Posted on:
2 days ago
Vacancies:
1 Vacancy
Job Summary
Werelooking for a bold curiousCustomer Experience & ResearchCoEAnalystwho loves turning customer insight into meaningful action. At ING we champion individuality encourage freshthinkingand create space for people who want to move fast and make a difference.
Wereon a mission to becomeAustralias most loved mobile bank andtruly understandingour customers is central to that ambition.Working within theCustomer Experience & Research Centre of ExcellenceTeam this role sits at the heart of that mission uncovering insights surfacingopportunitiesand making it impossible for the business to ignore the voice of the customer.
Ifyoureenergised by problemsolving influencingdecisionsand driving better customer outcomes this is your chance to help shape the future of digital banking in a placethatsboldhumanand relentlesslycustomerled.
Whatyoulldo
Analyse customer feedback survey dataVoCinsights and research outputs to uncover trends painpointsand opportunities.
Generate clear actionable insights and narratives that influence productserviceand experience decisions across the bank.
Design and support research initiatives partnering with stakeholders and external agencies to deliverhighqualitymethodologies and outcomes.
Improve andmaintaincustomer satisfaction reporting ensuring accuracyconsistencyand accessibility across the organisation.
Champion customer-led thinking embedding NPS CX and research insights into everydaydecisionmakingand forums.
Whatwerelooking for
Acustomerobsessedanalyst with strong quantitative and qualitative research capability and a passion for delivering measurable CX uplift.
Exceptional analyticalproblem-solvingskills with experience in data manipulation trend identification insightstorytellingand stakeholder presentation.
5 years experience in analytics research CX ordatadrivenroles ideally within financial services.
Technical capability in ExcelSQLor similar query languages plus experience with research tools survey platforms or UX testing environments.
Someone energetic collaborative andactionoriented able to build trust fast simplify complexity and influence decisions with confidence.
Whatsin it for you
Discounted ING Health Insurance
AnadditionalRest Day tosupport your wellbeing
AnIMPACT dayto volunteer onapproved sustainability activity
About Us
At INGwereall about making life simpler and more rewarding - for the people who bank with us the team members who work with us and the communitieswereproud to support. Joining ING means stepping into an environment where your individualityisntjust welcomed -itscelebrated.Wevebuilt a culturethatsfun inclusive and supportive giving you the freedom to be yourself so you can do your thing.
Whetheryouretaking ownership of exciting projectsthinking outside the box or working with global colleaguesyoullfind ING is the kind of place where growthisntjust a possibility;itsa promise. As a WGEA Employer of Choice for Gender Equality and Family Inclusive workplaceyoullfeel the difference in how we value and champion our people.
We make hiring decisions based on your skills capabilities and how you align with our values - not on ticking every box. So ifyoureinterested butdontmeet all the criteria we encourage you to apply.Wereinvested in fostering adiverse and inclusive workplacewhere everyone feels like they belong.Wereyour alliesin helping you do your thingduring the recruitment process so let us know(email below)if yourequireany support or adjustments when you apply
Soundslike your kind ofvibeWecantwait to hear from you!
(One last note: Weoperateusing a direct talent sourcing model sonoagency introductionsplease.)
ING is Australias most recommended bank according to RFIGlobalsConsumer Atlas Survey JanuaryJune 2025 (n 29510) when compared to customers of the 10 largest ADIs operating in Australia.
Needmore
For support and adjustments including DEI LGBTQI confidentialapplication support enquiries:
Applications close 17 March
Before you apply
Here atINGwe 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 inspecial circumstancesand after consultation with yourManager
#LI-DNI
Required Experience:
IC
Key Skills
- Spss
- Data Collection
- R
- Stata
- Research Experience
- Statistical Software
- Data Mining
- Calculus
- Market Research
- Operations Research
- SAS
- Data Analysis Skills
About Company
ING Global Career Opportunities - Welcome to 'careers at ING'. We give you the space to develop yourself as an intern, trainee and professional. Check out our opportunities. Jump on!
