About the job
The Senior Manager, Customer Experience CoE at ING is a pivotal job focused on shaping the future of banking in Australia. By turning powerful customer insights into meaningful actions, this job plays a crucial role in enhancing customer experiences and driving the organisation's NPS ambitions. The team thrives on collaboration, innovation, and a relentless customer mindset, ensuring that every decision is rooted in customer-centric thinking.
You'll be responsible for
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Driving CX & NPS strategy
Shaping ambitions, prioritising initiatives, and tracking what truly moves the dial.🔍
Turning insights into action
Transforming Voice of the Customer insights from NPS, CSAT, and research into clear, actionable change.🏗️
Building customer-centric capability
Influencing stakeholders and championing mindset and behaviour change across the organisation.Key criteria
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Customer experience strategy expertise
Proven experience driving CX and NPS strategies for measurable impact.View
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Analytical skills
Strong ability to synthesize data into actionable insights.View
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Influential leadership
Demonstrated capability in building trust and leading cross-functional teams.View
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