About the job
The Senior Customer Journey Expert at ING Australia is a pivotal job focused on driving growth and delivering exceptional customer experiences in the Consumer Lending portfolio. This position plays a crucial role in shaping acquisition strategies and optimising customer journeys while balancing customer value with regulatory requirements. The team thrives in an agile environment, fostering collaboration and innovation to continuously improve products and processes.
You'll be responsible for
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Owning and optimising customer journeys
Taking charge of end-to-end customer experiences across consumer lending products to ensure satisfaction and efficiency.🗣️
Driving improvements based on customer feedback
Representing the voice of the customer to enhance key moments of truth in the customer journey.🎯
Defining acquisition strategies
Creating and executing strategies for acquiring customers across various products and channels.Key criteria
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7+ years in personal loans or banking
Extensive experience in consumer lending or banking domain.View
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Customer engagement and retention skills
Demonstrated ability to enhance customer satisfaction and loyalty.View
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Business case development experience
Proven track record in building and executing business cases.View
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