Customer Experience CoE Lead 

At ING,we’reon a mission to become Australia’s most loved mobile bank — and that starts with delivering simple,seamlessand meaningful experiences for our customers. Ifyou’reenergised by turning insight into action, lifting capability across an organisation, and shaping the future of customer experience, this is your moment.

As theCustomer ExperienceCoELead,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 CX & NPS strategy, lead a modern research discipline, and champion customercentred design across products,channelsand journeys.

Whatyou’lldo

• Driveand evolve ING’s enterprisewide CX 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 experience and embeddingcustomerledthinking across complex organisations.

• Exceptionalcommercial 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.

• Deepexpertisein CX, 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 exciting projects,thinking outside the box, 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 box. 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(email 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.