Senior Manager, Customer Experience CoE

At ING, we believe in creating an environment where people can thrive — at work and in life.We’reproud to be Australia’s most recommended bank, andwe’reon a bold mission to become themost loved mobile bankin the country. That means designing experiences that feel effortless, human, and distinctly ING — experiences that remove friction, amplify delight, and show up for customers when it matters most.

To make that a reality,we’reinvesting in aCustomer Experience Centre of Excellencethat puts insight, innovation, andcustomerledthinking at the heart of everything we do. This is where you come in.

As ourSenior Manager, Customer ExperienceCoE,you’llhelp 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.You’llbe a trusted advisor to leaders, a catalyst for change, and a key driver in creating experiences our customerstruly love.

Whatyou’lldo

• Drive our CX & NPS strategy — shaping ambitions, prioritising initiatives, and tracking whattruly movesthe dial. 

• Drive the Voice of the Customer story — turning insights from NPS, CSAT, complaints,analyticsand research into clear, actionable change. 

• Redesign key customer journeys —identifyingfriction, uplifting experiences, and embeddingcustomerleddesign across the bank. 

• Buildcustomercentriccapability — influencing stakeholders, running CX programs (like Customer Day), and championing mindset and behaviour change. 

• Deliver measurable uplift — ensuring CX priorities are focused, owned, and tied directly to customer and business outcomes.

Whatwe’relooking for

• A relentless customer mindset — someone obsessed with understanding needs, pain points, and moments that matter.

• Exceptional commercial judgement — able to translate CX improvements into business value and prioritised action.

• Influential leadership — builds trust, challenges constructively, and bringscross-functionalteams on the journey.

• Analytical strength & insight generation — comfortable with data, trends, and synthesising insights into decisions.

• Actionorientedenergy — someone open, optimistic, collaborative, and driven to deliver clear, measurable impact.

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