Analyst, Customer Experience & Research CoE

We’relooking for a bold, curiousCustomer Experience & ResearchCoEAnalystwho loves turning customer insight into meaningful action. At ING, we champion individuality, encourage freshthinkingand create space for people who want to move fast and make a difference.

We’reon a mission to becomeAustralia’s most loved mobile bank, andtruly understandingour customers is central to that ambition.Working within theCustomer Experience & Research Centre of ExcellenceTeam, this role sits at the heart of that mission — uncovering insights, surfacingopportunitiesand making it impossible for the business to ignore the voice of the customer.

Ifyou’reenergised by problemsolving, influencingdecisionsand driving better customer outcomes, this is your chance to help shape the future of digital banking in a placethat’sbold,humanand relentlesslycustomerled.

Whatyou’lldo

• Analyse customer feedback, survey data,VoCinsights and research outputs to uncover trends, painpointsand opportunities. 

• Generate clear, actionable insights and narratives that influence product,serviceand experience decisions across the bank. 

• Design and support research initiatives, partnering with stakeholders and external agencies to deliverhighqualitymethodologies and outcomes. 

• Improve andmaintaincustomer satisfaction reporting, ensuring accuracy,consistencyand accessibility across the organisation. 

• Champion customer-led thinking, embedding NPS, CX and research insights into everydaydecisionmakingand forums.

Whatwe’relooking for

• Acustomerobsessedanalyst with strong quantitative and qualitative research capability, and a passion for delivering measurable CX uplift. 

• Exceptional analyticalproblem-solvingskills, with experience in data manipulation, trend identification, insightstorytellingand stakeholder presentation. 

• 5+ years’ experience in analytics, research, CX ordatadrivenroles, ideally within financial services. 

• Technical capability in Excel,SQLor similar query languages plus experience with research tools, survey platforms or UX testing environments. 

• Someone energetic, collaborative andactionoriented – able to build trust fast, simplify complexity and influence decisions with confidence.

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 ofvibe?Wecan’twait to hear from you!