Expression of Interest: Product Managers / Customer Journey Experts | ING Australia
Core
Lead the analysis, design and optimisation of end-to-end customer journeys across banking products and services to improve customer and business outcomes.
Role type
Product Manager / Customer Journey Expert
Builds
Customer-focused improvements in banking products and services
Domain
Banking / Financial Services
Deliverable
product features
Required skills
Customer Journey Management, Customer Experience (CX), Service Design, Process Improvement, Transformation, Stakeholder engagement, Data analysis, Journey mapping
Responsibilities
Lead the analysis, design and optimisation of end-to-end customer journeys; Identify customer pain points and opportunities through customer insights, feedback, data and operational trends; Partner with Product, Technology, Operations, Risk and Customer teams to deliver customer-focused improvements; Drive journey mapping, process redesign and experience enhancements; Champion customer-centric thinking and embed journey management best practices across the organisation.
