ING Australia are looking to recruit a Customer Journey Expert to work with our Financial Health team in the COO division on an 8-month secondment.
The Financial Health team is responsible for managing ING Australia’s teams working on financial hardship and collections activities with significant regulatory oversight. The role of CJE in the Financial Health business includes the responsibility of being a Product Owner within a squad. The Product Owner decides what is being worked on within a squad (in consultation with the Initiative Owner/Initiative Lead), is responsible for meeting the squad’s KPI’s (together with the squad) and decides what the key priorities are.
More broadly as a Customer Journey Expert (CJE), you will work together with other experts to support and execute the deliverables planned for Financial Health and other domains. You have responsibility for the development, management and lifecycle of projects allocated to the Financial Health roadmap which may include hardship or collections processes and other business processes. You have expertise in delivering solutions that provide an optimal customer experience whilst meeting Risk, Regulatory and overall ING targets.
Ready to make an impact?
What you’ll do
- Contribute to the definition of the Customer Value Proposition by providing analysis of product and service solutions.
- Develop and enhance products in a profitable and appropriate way to achieve business goals.
- Determine and formulate the business and product requirements for existing and new products and services within the legislative and regulatory frameworks and in line with customer interests.
- Propose and implement structural improvements to work processes, products, services or channels following improvement needs being identified. As such you are responsible for designing, developing & operating these solutions for our customers to allow them to stay “a step ahead in life and business”.
- Contribute to all sprint events through the use of technical expertise and experience.
- Co-manage and prioritise the backlog at the level of user stories, derived from features.
- Represent the product or service to internal and external stakeholders.
- Manage product risks and product requirements relating to the customer, supplier and regulators including all financial & non-financial risk.
What we’re looking for
- 7+ Work experience in the Financial Services/Banking/Commerce and Industry sector
- Bachelor’s degree in commerce, Business, Information Systems or an Analytical discipline with a strong ethics and control focus
- Business facing roles in a Change Management or Reporting capacity
- Knowledge and/or experience working in an Agile delivery environment and defining ways of working, embedding new systems, processes in a controlled and efficient manner
- Products/Services Management and Development - manage and develop all aspects of a product or service so that it achieves its maximum impact and value in the market
- Business Requirement Analysis - comprehensive knowledge and skills to act independently while guiding and training others on analyzing the business requirements that IT solutions must meet
- Action Planning – expertise to act as the authority on developing appropriate plans or performing necessary actions based on recommendations and requirements
- Commercial Accumen – understanding of the business environment and objectives to present and develop solutions in a clear, precise and innovative manner.
What’s in it for you?
- Drop everything and learn with over 16,000 professional and personal development courses to choose from
- Discounted ING Health Insurance
- An additional Rest Day to support your wellbeing
Need more?
Contact Mark Montgomery on mark.montgomery@ing.com.
Applications close Sunday 30th November
Before you apply
Here at ING we consider employee development to be important and encourage existing employees to apply for suitable internal positions. It is expected that any employee applying for a vacant position would have been in their current role for a minimum of twelve (12) months before applying. This may be waived in special circumstances and after consultation with your manager
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