Customer Journey Expert - Portfolio Growth

At ING, the Daily Banking Tribe is responsible for driving the end to end performance of the Daily Banking business through development of a clear strategy, and working collaboratively with all areas of the business to drive cross functional execution of this strategy.We are looking for an experienced Customer Journey Expert to join the Daily Banking Tribe Growth Team within the Retail Bank. This role will be leading a focused approach to continually improve and optimise the Portfolio Growth of the Daily Banking products – including existing customer development, retention & optimising marketing and digital outreach, with the objective of retention & deepening existing customer relationships to drive long term customer valueWhat You’ll Do

• Lead the development and implementation of the Daily Banking Portfolio Growth strategy – working closely with Marketing, Sales, Digital, Customer Interactions, Tech & the Daily Banking tribe to develop a deep understanding of the portfolio behaviour including churn and growth indicators, to formulate and execute product journeys, retention and cross sell strategy to deepen existing customer relationships, with the objective of meeting the Customer, MFI and product holding growth targets for Daily Banking.
• Work closely with the cross functional team to create and execute a portfolio strategy centred around existing ‘Youth’ customers with the objective of growing the MFI penetration in the segment.
• Ownership of the customer lifecyle journey of the Orange Everyday and Savings product.
• Build a pipeline of initiatives that improve retention and cross sel to existing customers, whilst establishing and reporting on performance benchmarks.
• Manage the development team(s) based on both an existing and future roadmap (to be defined by this individual)

What We’re Looking For

• Proven product and Portfolio Growth experience (7+ years)
• Demonstrable experience leading or influencing changes to products, channels and Customer Journeys that have improved Portfolio Growth, retention and customer experience
• An analytical mindset, using data to drive decision making
• Deep understanding of Australian Banking market, specifically Transaction and Savings accounts
• Exceptional communication & stakeholder management skills
• Demonstrates self-leadership and is confident to work independently whilst also performing more complex tasks and analysis
• Experience in articulating strategy and setting strategic direction with others (including identifying key priorities and initiative sequencing)

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