Analyst, Customer Experience & Research CoE

We’re looking for a bold, curious Customer Experience & Research CoE Analyst who loves turning customer insight into meaningful action. At ING, we champion individuality, encourage fresh thinking and create space for people who want to move fast and make a difference. 

We’re on a mission to become Australia’s most loved mobile bank, and truly understanding our customers is central to that ambition. Working within the Customer Experience & Research Centre of Excellence Team, this role sits at the heart of that mission — uncovering insights, surfacing opportunities and making it impossible for the business to ignore the voice of the customer. 

If you’re energised by problem solving, influencing decisions and driving better customer outcomes, this is your chance to help shape the future of digital banking in a place that’s bold, human and relentlessly customer led. 

 
What you’ll do 
  

• Analyse customer feedback, survey data, VoC insights and research outputs to uncover trends, pain points and opportunities.  

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

• Design and support research initiatives, partnering with stakeholders and external agencies to deliver high quality methodologies and outcomes.  

• Improve and maintain customer satisfaction reporting, ensuring accuracy, consistency and accessibility across the organisation.  

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

What we’re looking for 

• A customer obsessed analyst with strong quantitative and qualitative research capability, and a passion for delivering measurable CX uplift.  

• Exceptional analytical problem-solving skills, with experience in data manipulation, trend identification, insight storytelling and stakeholder presentation.  

• 5+ years’ experience in analytics, research, CX or data driven roles, ideally within financial services.  

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

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

What’s in it for you? 

• Discounted ING Health Insurance 

• An additional Rest Day to support your wellbeing 

• An IMPACT day to volunteer on approved sustainability activity 

About Us 
 
  

At ING, we’re all about making life simpler and more rewarding - for the people who bank with us, the team members who work with us, and the communities we’re proud to support. Joining ING means stepping into an environment where your individuality isn’t just welcomed - it’s celebrated. We’ve built a culture that’s fun, inclusive, and supportive, giving you the freedom to be yourself, so you can do your thing.  

Whether you’re taking ownership of exciting projects, thinking outside the box, or working with global colleagues, you’ll find ING is the kind of place where growth isn’t just a possibility; it’s a promise. As a WGEA Employer of Choice for Gender Equality and Family Inclusive workplace, you’ll feel 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, if you’re interested but don’t meet all the criteria, we encourage you to apply. We’re invested in fostering a diverse and inclusive workplace where everyone feels like they belong. We’re your allies in helping you do your thing during the recruitment process, so let us know (email below) if you require any support or adjustments when you apply   

Sounds like your kind of vibe? We can’t wait to hear from you!