Strategic Customer Communications Orchestration Lead

ING; Sydney; On-site; AUD 140,000 - 180,000; Full time

Benefits offered by this job

Health insurance discount

Rest day

IMPACT day

Job summary

ING is transforming how we engage with customers in Australia. As our Communication Orchestration Lead, you’ll shape how customer communications are delivered across channels with personalised, relevant interactions that drive value.

This 12-month fixed-term opportunity influences customer engagement at scale while steering strategy, innovation and continuous improvement across our communication ecosystem. Working with Product, Marketing, Analytics and Technology, you’ll combine insights, data

Qualifications

• Experience in customer communications, engagement, or analytics within a complex organisation.
• Strong understanding of customer journey management and orchestration platforms.
• Ability to translate objectives into impactful communication strategies.
• Proven stakeholder management across multiple teams.
• Strategic leader who drives change and innovation.

Responsibilities

• Lead strategy and governance of customer communications across channels to reach the right customer at the right time.
• Optimise decisioning frameworks and orchestration to improve experience and engagement.
• Drive personalisation initiatives using data and insights.
• Monitor metrics and identify opportunities to improve effectiveness and commercial outcomes.
• Partner with senior stakeholders to deliver a seamless, customer-centric communication strategy.

Job description

ING is transforming how we engage with customers in Australia. As our Communication Orchestration Lead, you’ll shape how customer communications are delivered across channels with personalised, relevant interactions that drive value.

This 12-month fixed-term opportunity influences customer engagement at scale while steering strategy, innovation and continuous improvement across our communication ecosystem. Working with Product, Marketing, Analytics and Technology, you’ll combine insights, data