Customer Growth and Engagement Expert

At ING Australia, we're dedicated to fostering a culture of inclusivity and innovation, with the support and resources you need to succeed. Join us today and take the first step towards building a career as exceptional as you are.

This role sits within ING’s Customer Growth & Engagement team, part of the broader Customer Interactions Tribe in the Retail Bank. The team’s mission is to deliver personalised, cross-channel communications that drive customer engagement, deepen relationships, and optimise ROI across the existing customer base.

As a Customer Growth & Engagement Expert, you’ll be responsible for defining and executing strategies for specific customer lifecycle stages. Your work will focus on improving onboarding, product adoption, retention, and compliance through data-driven insights and marketing automation.

You’ll collaborate with analytics, marketing, and delivery teams to design and optimise customer interactions across channels like mobile app, email, SMS, and web. Using segmentations, propensity models, and test-and-learn methodologies, you’ll ensure every interaction is timely, relevant, and impactful.

What you’ll do

• Develop and execute strategic and tactical plans for assigned customer lifecycle stages.
• Design and optimise outbound and inbound interactions across multiple channels (app, email, SMS, web).
• Use data-driven insights, test-and-learn methodologies, segmentations, and propensity models to improve communication outcomes.
• Collaborate with analytics, marketing, and delivery teams to improve speed-to-market and process efficiency.
• Monitor performance metrics, consolidate insights, and recommend actions to achieve KPIs.

What we’re looking for

• 5+ years’ experience in Customer Engagement,, CRM, Customer Lifecycle or similar role.
• Proven ability to develop and deliver customer strategies and cross-channel marketing communications.
• Experience with Marketing Automation & Campaign Management Platforms
• Strong skills in interpreting customer data, segmentation, and propensity modeling.
• Understanding of Retail Banking and experience in an Agile environment.
• Strong communication and collaboration skills
• A degree in business or an analytical discipline.

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 if you require any support or adjustments when you apply.  Let us know if you’d like to chat with an LGBTQ+ Confidential contact.  

Sound 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.

Need more?

Contact Skye Griffiths on skye.griffiths@ing.com

Applications close 12th December

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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