Job Description
REQ-1011XXXXXX
10/03/2026
Customer Journey
Sydney, Australië
ING Bank
At ING,we’reon a mission to become Australia’s most loved mobile bank — and that starts with delivering simple,seamlessand meaningful eperiences for our customers. Ifyou’reenergised by turning insight into action, lifting capability across an organisation, and shaping the future of customer eperience, this is your moment.
As theCustomer EperienceCoELead,you’llbe the driving force behindcustomerledthinking across ING Australia. As a member of the Retail Bank Leadership Team,you’llelevate how the organisation listens,learnsand acts on what matters most to customers.You’llown our C & NPS strategy, lead a modern research discipline, and champion customercentred design across products,channelsand journeys.
Whatyou’lldo
Driveand evolve ING’s enterprisewide C and NPS strategy, ensuring clear priorities and measurable uplift across key journeys.
Own and advance the Voice of the Customer ecosystem — translating insights into clear, actionable direction for senior leaders and delivery teams.
Steer and support the redesign of highimpact customer journeys, embedding customerled design and frictionremoval at scale.
Build and govern ING’s research frameworks, methodologies and platforms, ensuring quality,consistencyand compliance.
Drive customercentricityacross ING by shaping culture, upliftingcapabilityand bringing customer insights into leadership forums anddecisionmaking.
Whatwe’relooking for
Acustomerobsessedleader witha track recordof lifting customer eperience and embeddingcustomerledthinking across comple organisations.
Eceptionalcommercial judgement and the ability to translate insight into outcomes that move advocacy, reducefrictionand deliver business value.
A highly influential communicator who can challenge constructively, build trust quickly and bring stakeholders on the journey.
Deepepertisein C, customer research and insight generation, including qualitative and quantitative methodologies.
A motivating,handsonpeople leader who thrives in a collaborative environment and uplifts the capability of teams and peers.
What’sin it for you?
Discounted ING Health Insurance
AnadditionalRest Day tosupport your wellbeing
AnIMPACT dayto volunteer onapproved sustainability activity
About Us
At ING,we’reall about making life simpler and more rewarding - for the people who bank with us, the team members who work with us, and the communitieswe’reproud to support. Joining ING means stepping into an environment where your individualityisn’tjust welcomed -it’scelebrated.We’vebuilt a culturethat’sfun, inclusive, and supportive, giving you the freedom to be yourself, so you can do your thing.
Whetheryou’retaking ownership of eciting projects,thinking outside the bo, or working with global colleagues,you’llfind ING is the kind of place where growthisn’tjust a possibility;it’sa promise. As a WGEA Employer of Choice for Gender Equality and Family Inclusive workplace,you’llfeel the difference in how we value and champion our people.
We make hiring decisions based on your skills, capabilities, and how you align with our values - not on ticking every bo. So, ifyou’reinterested butdon’tmeet all the criteria, we encourage you to apply.We’reinvested in fostering adiverse and inclusive workplacewhere everyone feels like they belong.We’reyour allies in helping you do your thing during the recruitment process, so let us know( below)if yourequireany support or adjustments when you apply
Soundslike your kind of vibe? Wecan’twait to hear from you!
(One last note: Weoperateusing a direct talent sourcing model, sonoagency introductions,please.)
ING is Australia’s most recommended bank according to RFIGlobal’sConsumer Atlas Survey, January–June 2025 (n = 29,510) when compared to customers of the 10 largest ADIs operating in Australia.
Needmore?
Contact: Skye Griffiths on [email protected]
For support and adjustments, including DEI, LGBTQI+ confidential application support enquiries: [email protected]
Applications close 17 March 2026
Before you apply
Here atINGwe consider employee development to be important and encourage eisting employees to apply for suitable internal positions. It is epected that any employee applying for a vacant position would have been in their current role for a minimum of twelve (12) months before applying. This may be waived inspecial circumstancesand after consultation with yourManager
#LI-DNI
Your place of work
Eplore the area
Vragen? Stel ze aan
ING Recruitment Team
Vraag via
Bij ING willen we het beste uit mensen halen. Daarom hebben we een inclusieve cultuur waarin iedereen de kans krijgt om te groeien en een verschil te maken voor onze klanten en de samenleving. Diversiteit, gelijkheid en inclusie staan bij ons altijd voorop. We behan iedereen eerlijk, ongeacht leeftijd, geslacht, genderidentiteit, culturele achtergrond, ervaring, geloof, ras, etniciteit, beperking, gezinssituatie, seksuele geaardheid, sociale afkomst of wat dan ook. Heb je hulp nodig of kunnen we iets voor je doen tijdens je sollicitatie of gesprek? Neem dan contact op met de recruiter die bij de vacature vermeld staat. We werken graag samen met jou om het proces eerlijk en toegankelijk te maken. Lees hier meer over hoe wij staan voor diversiteit, inclusie en erbij horen.
10/03/2026
Customer Journey
Sydney, Australië
ING Bank
At ING,we’reon a mission to become Australia’s most loved mobile bank — and that starts with delivering simple,seamlessand meaningful eperiences for our customers. Ifyou’reenergised by turning insight into action, lifting capability across an organisation, and shaping the future of customer eperience, this is your moment.
As theCustomer EperienceCoELead,you’llbe the driving force behindcustomerledthinking across ING Australia. As a member of the Retail Bank Leadership Team,you’llelevate how the organisation listens,learnsand acts on what matters most to customers.You’llown our C & NPS strategy, lead a modern research discipline, and champion customercentred design across products,channelsand journeys.
Whatyou’lldo
Driveand evolve ING’s enterprisewide C and NPS strategy, ensuring clear priorities and measurable uplift across key journeys.
Own and advance the Voice of the Customer ecosystem — translating insights into clear, actionable direction for senior leaders and delivery teams.
Steer and support the redesign of highimpact customer journeys, embedding customerled design and frictionremoval at scale.
Build and govern ING’s research frameworks, methodologies and platforms, ensuring quality,consistencyand compliance.
Drive customercentricityacross ING by shaping culture, upliftingcapabilityand bringing customer insights into leadership forums anddecisionmaking.
Whatwe’relooking for
Acustomerobsessedleader witha track recordof lifting customer eperience and embeddingcustomerledthinking across comple organisations.
Eceptionalcommercial judgement and the ability to translate insight into outcomes that move advocacy, reducefrictionand deliver business value.
A highly influential communicator who can challenge constructively, build trust quickly and bring stakeholders on the journey.
Deepepertisein C, customer research and insight generation, including qualitative and quantitative methodologies.
A motivating,handsonpeople leader who thrives in a collaborative environment and uplifts the capability of teams and peers.
What’sin it for you?
Discounted ING Health Insurance
AnadditionalRest Day tosupport your wellbeing
AnIMPACT dayto volunteer onapproved sustainability activity
About Us
At ING,we’reall about making life simpler and more rewarding - for the people who bank with us, the team members who work with us, and the communitieswe’reproud to support. Joining ING means stepping into an environment where your individualityisn’tjust welcomed -it’scelebrated.We’vebuilt a culturethat’sfun, inclusive, and supportive, giving you the freedom to be yourself, so you can do your thing.
Whetheryou’retaking ownership of eciting projects,thinking outside the bo, or working with global colleagues,you’llfind ING is the kind of place where growthisn’tjust a possibility;it’sa promise. As a WGEA Employer of Choice for Gender Equality and Family Inclusive workplace,you’llfeel the difference in how we value and champion our people.
We make hiring decisions based on your skills, capabilities, and how you align with our values - not on ticking every bo. So, ifyou’reinterested butdon’tmeet all the criteria, we encourage you to apply.We’reinvested in fostering adiverse and inclusive workplacewhere everyone feels like they belong.We’reyour allies in helping you do your thing during the recruitment process, so let us know( below)if yourequireany support or adjustments when you apply
Soundslike your kind of vibe? Wecan’twait to hear from you!
(One last note: Weoperateusing a direct talent sourcing model, sonoagency introductions,please.)
ING is Australia’s most recommended bank according to RFIGlobal’sConsumer Atlas Survey, January–June 2025 (n = 29,510) when compared to customers of the 10 largest ADIs operating in Australia.
Needmore?
Contact: Skye Griffiths on [email protected]
For support and adjustments, including DEI, LGBTQI+ confidential application support enquiries: [email protected]
Applications close 17 March 2026
Before you apply
Here atINGwe consider employee development to be important and encourage eisting employees to apply for suitable internal positions. It is epected that any employee applying for a vacant position would have been in their current role for a minimum of twelve (12) months before applying. This may be waived inspecial circumstancesand after consultation with yourManager
#LI-DNI
Your place of work
Eplore the area
Vragen? Stel ze aan
ING Recruitment Team
Vraag via
Bij ING willen we het beste uit mensen halen. Daarom hebben we een inclusieve cultuur waarin iedereen de kans krijgt om te groeien en een verschil te maken voor onze klanten en de samenleving. Diversiteit, gelijkheid en inclusie staan bij ons altijd voorop. We behan iedereen eerlijk, ongeacht leeftijd, geslacht, genderidentiteit, culturele achtergrond, ervaring, geloof, ras, etniciteit, beperking, gezinssituatie, seksuele geaardheid, sociale afkomst of wat dan ook. Heb je hulp nodig of kunnen we iets voor je doen tijdens je sollicitatie of gesprek? Neem dan contact op met de recruiter die bij de vacature vermeld staat. We werken graag samen met jou om het proces eerlijk en toegankelijk te maken. Lees hier meer over hoe wij staan voor diversiteit, inclusie en erbij horen.
💡 Quick Summary
Seeking a career-building opportunity? The Customer Experience CoE Lead position is now open for candidates interested in the Customer Care sector. This role in Sydney offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in Customer Care is a plus.
