At ING Australia, we believe that your individuality is what makes you stand out from the crowd. That's why we offer a career that's as unique as you are. With a global scale, inclusive culture, and cutting-edge technology at your fingertips, you'll have everything you need to become the best version of yourself.
We’re on the hunt for an experienced Customer Experience Analyst to join our high performing Research team.
Our ideal candidate will be passionate about data, and its ability to strengthen narrative. This love of data and an understanding of how customers tick and passion to work in customer experience are essential in this role. You’ll be instrumental across all the areas of customer feedback, satisfaction, advocacy and engagement to ultimately improve CX performance and customer satisfaction.
You’ll be an integral part of our Research team, which is the CoE for the research function, for our retail bank. The Research team is also a strategic partner for the business, equipping our stakeholders with data and insights to help identify, assess and quantify opportunities and outcomes, drive decisions, as well as to understand their impacts.
What you’ll do
- Analyse customer feedback, surveys and operational data to identify trends and actionable insights
- Maintain and continuously enhance customer satisfaction reporting across all customer touchpoints and identified focus areas
- Maintain, oversee and consolidate research information related with customer feedback, engagement, NPS and satisfaction.
- Perform analytical deep dives, formulate data driven hypothesis and prove/disprove them, to identify drivers, sub-drivers, as well as particular pain points of CX performance
- Collaborate with cross-functional teams (Product, Marketing, Operations) to validate data-driven strategies to enhance customer satisfaction
- Lead and facilitate conversations, workshops and insights sessions on CX and NPS dynamics, identified using data
- Translate analytical insights into actionable business recommendations. Present insights to add value to ING business processes, including presenting CX analytical findings to senior communities and committees
What we’re looking for
- Excellent business acumen, influencing skills, and the ability to produce insights with clear articulation of findings to stakeholders across the business and at all levels of management. You must be able to articulate technically complex concepts used in modelling and analytics in simple business language
- Experience in customer experience would be considered highly advantageous
- The ability to take ownership, be autonomous, but also seek assistance when required
- Advanced working knowledge of MS SQL / Teradata, SAS (Enterprise Guide and SAS Macros) and Excel is desirable
- Working knowledge of Tableau / Power BI is desirable
- Highly analytical, problem solving, lateral thinking and interpretive skills
- Excellent communication and interpersonal skills with a customer-centric focus on delivery and meeting outcomes
What’s in it for you?
- Discounted ING Health Insurance
- An additional Rest Day to support your wellbeing
- An IMPACT day to volunteer on an approved sustainability activity
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 team where individuality isn’t just accepted, it’s encouraged. We’ve built a culture that’s fun, friendly and supportive – it’s the kind of place where you can be yourself and make the most of whatever you have to offer.
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.)
Need more?
Contact Rachel Yuen on [email protected]
Applications close on 6th March 2025
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