Senior Manager, Customer Experience Coe

ING

Australia
**
Drive cx & nps strategy
Voice of the customer story
Redesign key customer journeys
** ING is seeking a Senior Manager for their Customer Experience Centre of Excellence in Australia to enhance customer-centric strategies and improve user experiences in banking. The ideal candidate will embody a relentless customer mindset, exceptional leadership, and analytical skills to drive impactful changes. **

Job Summary

  • As our Senior Manager, Customer Experience CoE, you’ll help shape the future of banking at ING Australia — turning powerful customer insights into meaningful action, lifting our enterprise NPS ambition, and embedding customer centricity deep into how the organisation thinks, decides, and delivers.
  • This role involves driving the CX & NPS strategy, shaping ambitions, prioritising initiatives, and tracking what truly moves the dial, as well as driving the Voice of the Customer story by turning insights into clear, actionable change.
  • ING offers discounted health insurance, an additional rest day for wellbeing, and an IMPACT day for volunteering on approved sustainability activities, fostering a fun, inclusive, and supportive culture.

Matching Summary

Match Score: 75

** ING is seeking a Senior Manager for their Customer Experience Centre of Excellence in Australia to enhance customer-centric strategies and improve user experiences in banking. The ideal candidate will embody a relentless customer mindset, exceptional leadership, and analytical skills to drive impactful changes. **

Skills & Requirements

Must-have

  • Drive CX & NPS strategy
  • Voice of the Customer story
  • Redesign key customer journeys
  • Build customer centric capability
  • Deliver measurable uplift

Nice-to-have

  • Relentless customer mindset
  • Exceptional commercial judgement
  • Influential leadership
  • Analytical strength & insight generation
  • Action oriented energy

Key Requirements

  • Minimum twelve (12) months in current role for internal applicants

Work Rights

Not specified

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