Associate Customer Journey Expert, Safe Business

Each day, millions of customers in over 40 countries use ING’s banking products and services. You’ll be contributing to their customer experience. You’ll be shaping the way they bank and empowering them to stay a step ahead in life and business. Are you ready to make a real impact on people’s lives?ING Australia’s Mortgages tribe is on the search for Associate Customer Journey Experts! The Mortgages Tribe is responsible for driving the end to end performance of the mortgage business through development of a clear mortgage strategy, and working with all areas of the business, including technology delivery, to drive cross functional execution of this strategy.Within the Tribe, the Portfolio chapter is focused on 2 objectives - designing and delivering initiatives to minimise attrition of existing mortgage customers, and - ensuring that customer’s products work as intended, with customer remediation completed to fix issues where this does not occur.What You’ll Do

• Hands on management of ongoing customer remediations in the Mortgages Portfolio. This includes investigations into root causes, drafting letters, defining the remediation solution, and project management of any customer compensation that is required.
• Implement new controls to the operational risk framework to prevent the recurrence of any issues affecting customers.
• Drive system fixes to prevent recurrence of the issues affecting customers by assisting with business requirements.
• Manage and resolve incidents, events and issues and determine improvements required for the product or service. You propose and implement structural improvements to work processes, products, services or channels following improvement needs being identified.

What We’re Looking For

• Demonstrated deep and broad level of experience (3+ years) in the fundamentals of one or more core pillars of a Customer Journey Expert, such as, Customer experience, risk remediation, product management, and management of risk events and issues to closure.
• Demonstrated self-leadership and is confident to work independently whilst also performing more complex tasks and analysis
• Strong communication skills and is capable of influencing stakeholders to ensure optimal outcomes are achieved
• Exposure to remediation of risk issues, especially where customer impacts need to be understood and addressed
• Obsessed about our customers and ensures that we are delivering positive customer outcomes and experiences.

What’s in it for you?

• Discounted ING Health Insurance
• An additional Rest Day to support your well being
• An IMPACT day to volunteer on approved sustainability activity to give back to our community

About UsAt 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 Jack Foulger at jack.foulger@ing.com. Internal applications close 8/3/24.