Senior Customer Journey Expert, Consumer Lending
About the job
The Senior Customer Journey Expert at ING Australia is a pivotal job focused on enhancing customer experiences in the Consumer Lending portfolio. This position plays a crucial role in shaping acquisition strategies and optimising customer journeys, ensuring that customer value, regulatory requirements, and commercial outcomes are balanced. The team thrives in an agile environment, fostering collaboration and innovation to continuously improve products and processes.
You'll be responsible for
🛤️
Owning and optimising customer journeys
Taking charge of the end-to-end customer journeys across consumer lending products to enhance user experience.🗣️
Representing the voice of the customer
Driving improvements to key moments of truth by advocating for customer needs and feedback.🎯
Defining and executing acquisition strategies
Creating and implementing strategies for acquiring new customers across various products and channels.Key criteria
📈
7+ years in personal loans or banking
Extensive experience in consumer lending or relevant banking domain.View
🤝
Customer engagement and retention expertise
Strong capabilities in enhancing customer satisfaction and loyalty.View
📊
Business case development experience
Proven ability to build business cases and collaborate with teams.View
View more
