Customer Experience CoE Lead 

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

As the Customer Experience CoE Lead, you’ll be the driving force behind customer led thinking across ING Australia. As a member of the Retail Bank Leadership Team, you’ll elevate how the organisation listens, learns and acts on what matters most to customers. You’ll own our CX & NPS strategy, lead a modern research discipline, and champion customer centred design across products, channels and journeys. 

 
What you’ll do 
  

• Drive and evolve ING’s enterprise wide 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 high impact customer journeys, embedding customer led design and friction removal at scale. 

• Build and govern ING’s research frameworks, methodologies and platforms, ensuring quality, consistency and compliance. 

• Drive customer centricity across ING by shaping culture, uplifting capability and bringing customer insights into leadership forums and decision making. 

What we’re looking for 

• A customer obsessed leader with a track record of lifting customer experience and embedding customer led thinking across complex organisations. 

• Exceptional commercial judgement and the ability to translate insight into outcomes that move advocacy, reduce friction and deliver business value. 

• A highly influential communicator who can challenge constructively, build trust quickly and bring stakeholders on the journey. 

• Deep expertise in CX, customer research and insight generation, including qualitative and quantitative methodologies. 

• A motivating, hands on people leader who thrives in a collaborative environment and uplifts the capability of teams and peers. 

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!  

(One last note: We operate using a direct talent sourcing model, so no agency introductions, please.)  

ING is Australia’s most recommended bank according to RFI Global’s Consumer Atlas Survey, January–June 2025 (n = 29,510) when compared to customers of the 10 largest ADIs operating in Australia.