Senior Manager, Customer Experience CoE

At ING we believe in creating an environment where people can thrive at work and in life.Wereproud to be Australias most recommended bank andwereon a bold mission to become themost loved mobile bankin the country. That means designing experiences that feel effortless human and distinctly ING experiences that remove friction amplify delight and show up for customers when it matters most.

To make that a realitywereinvesting in aCustomer Experience Centre of Excellencethat puts insight innovation andcustomerledthinking at the heart of everything we do. This is where you come in.

As ourSenior Manager Customer ExperienceCoEyoullhelp shape the future of banking at ING Australia turning powerful customer insights into meaningful action lifting our enterprise NPS ambition and embedding customer centricity deep into how the organisation thinks decides and delivers.Youllbe a trusted advisor to leaders a catalyst for change and a key driver in creating experiences our customerstruly love.

Whatyoulldo

• Drive our CX & NPS strategy shaping ambitions prioritising initiatives and tracking whattruly movesthe dial.

• Drive the Voice of the Customer story turning insights from NPS CSAT complaintsanalyticsand research into clear actionable change.

• Redesign key customer journeys identifyingfriction uplifting experiences and embeddingcustomerleddesign across the bank.

• Buildcustomercentriccapability influencing stakeholders running CX programs (like Customer Day) and championing mindset and behaviour change.

• Deliver measurable uplift ensuring CX priorities are focused owned and tied directly to customer and business outcomes.

Whatwerelooking for

• A relentless customer mindset someone obsessed with understanding needs pain points and moments that matter.

• Exceptional commercial judgement able to translate CX improvements into business value and prioritised action.

• Influential leadership builds trust challenges constructively and bringscross-functionalteams on the journey.

• Analytical strength & insight generation comfortable with data trends and synthesising insights into decisions.

• Actionorientedenergy someone open optimistic collaborative and driven to deliver clear measurable impact.

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