Customer Experience CoE Lead

At INGwereon a mission to become Australias most loved mobile bank and that starts with delivering simpleseamlessand meaningful experiences for our customers. Ifyoureenergised by turning insight into action lifting capability across an organisation and shaping the future of customer experience this is your moment.

As theCustomer ExperienceCoELeadyoullbe the driving force behindcustomerledthinking across ING Australia. As a member of the Retail Bank Leadership Teamyoullelevate how the organisation listenslearnsand acts on what matters most to customers.Youllown our CX & NPS strategy lead a modern research discipline and champion customercentred design across productschannelsand journeys.

Whatyoulldo

• Driveand evolve INGs enterprisewide CX and NPS strategy ensuring clear priorities and measurable uplift across key journeys.

• Own and advance the Voice of the Customer ecosystem translating insights into clear actionable direction for senior leaders and delivery teams.

• Steer and support the redesign of highimpact customer journeys embedding customerled design and frictionremoval at scale.

• Build and govern INGs research frameworks methodologies and platforms ensuring qualityconsistencyand compliance.

• Drive customercentricityacross ING by shaping culture upliftingcapabilityand bringing customer insights into leadership forums anddecisionmaking.

Whatwerelooking for

• Acustomerobsessedleader witha track recordof lifting customer experience and embeddingcustomerledthinking across complex organisations.

• Exceptionalcommercial judgement and the ability to translate insight into outcomes that move advocacy reducefrictionand deliver business value.

• A highly influential communicator who can challenge constructively build trust quickly and bring stakeholders on the journey.

• Deepexpertisein CX customer research and insight generation including qualitative and quantitative methodologies.

• A motivatinghandsonpeople leader who thrives in a collaborative environment and uplifts the capability of teams and peers.

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 of vibe Wecantwait 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.