Senior Customer Experience Expert (Voc)

Do you have an eye for Voice of Customer analytics?
“Do your thing” as our Senior Customer Experience Expert!
It is an exciting time to be joining ING as we embark on a digital transformation journey to change and uplift our Customer Experience. We have an exciting permanent opportunity for an analytical and autonomous Senior Customer Experience Expert to be apart of our dynamic team.
As a senior team member, you’ll be responsible for amplifying the voice of our customers (VOC) and providing actionable insights across the organisation to maximise customer satisfaction, advocacy, loyalty and sustainable business growth. You’ll be an active and visible specialist around the organisation, collaborating on ways to continuously improve the Customer Experience in a way that aligns to the ING’s purpose and customer promise.
You’ll also be mapping customer journeys through key interactions and overlaying insights and data to show where areas of improvement exist. Your subject matter expertise and insights will help create an experience that is second to none.
This role can be based in either Wyong or Sydney and there may be some travel required at times between the two.
What you’ll do

• Translate data into actionable insights and use them to influence new initiatives or improvements.
• Drive the urgency of the right initiatives for all customer segments based on customer feedback.
• Track and analyse key customer sentiment data, using a variety of tools and methods, prioritising the most significant problems/opportunities.
• Influence and develop deep relationships with stakeholders, including senior leaders, to ensure clarity and understanding of CX requirements.
• Mentor team members to assist in their development, as well as support and guide them with their actionable insights to ensure execution. While this is not a people leadership role, there are opportunities for development and career growth.
• Drive the implementation of the CX framework to provide solutions to business problems.
• Develop and embed processes to ensure ING adequately supports all customer segments.

What you’ll bring

• Strong customer focused analytics experience in a similar role.
• A background in Customer Experience, preferably within financial services.
• A high level of Service Design and Voice of Customer framework development experience.
• Previous experience building and delivering a robust enterprise-wide VOC program.
• The ability to formulate compelling business cases and present to senior stakeholders.
• The ability to manage and prioritise competing deadlines.
• Excellent stakeholder management and communication skills across multiple business areas.

What’s in it for you?

• Annual rest day – an extra day of leave!
• Annual impact day – volunteer to have an impact on the community.
• Encouraged work/life balance, with a flexible combination of work from home and work in office.
• Employee Wellbeing Program so that you can be your “Best You.”
• Parental Leave of up to 14 weeks paid leave to eligible employees.
• Free onsite parking at our Wyong office with great facilities nearby for Central Coast candidates.
• Discounted ING Home Loans and Health Insurance.
• Drop everything and learn with over 16,000 professional and personal development courses to choose from.

Discover what our people have to say about working at ING!
About Us
At 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 modern and progressive team where individuality isn’t just accepted, it’s encouraged. You’ll be surrounded by people who are friendly, inclusive and respectful, who want you to reach your potential. It’s one of the many reasons we’re proud to be an Employer of Choice for Gender Equality.
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.)
This role is NSW based. ING’s approach to flexible working (FlexING) means you can work 50/50 in office (Sydney or Wyong) and from home.
Need more?
Contact Sabrina Huynh on Sabrina.huynh@ing.com