As the Head of Consumer and Market Insights at ING Australia, I am sharing content and having conversations each day on Channel 7 to make complex financial topics more engaging and easier to understand for Australian families and businesses, helping them get ahead.Since 2016, I have worked at ING playing a role in helping to translate complex financial topics into easy-to-understand content for customers. During this time with ING, I've spearheaded marketing and innovation departments before more recently leading the daily banking team. Now, as ING’s Head of Consumer and Market Insights, I am excited to share daily content and insights to help Australians get ahead financially.

As the Daily Banking Tribe, we focus on delivering exceptional banking products and experiences, so you can focus on the everyday. - Building leading everyday banking product propositions that help our customers get ahead - Ownership of the retail deposits plan to support overall bank funding, leveraging our highly competitive Savings products- Delivery of our technology roadmap that puts easy-to-use and valued banking features in the pockets of our customers. This role forms part of the broader Retail Bank leadership team committed to shaping the future of ING in Australia.

This role champions and leads the practice, innovation playbook and its utilisation across the broader organisation. PACE (the ING innovation methodology) details the principles, methods, tools and skills necessary to support an Innovation-enabled organisation.As Innovation Practice Lead, I lead and coach a team of service designers, demonstrating and facilitating the use of Design Thinking / Human Centred Design, Lean Startup and Agile to drive highly effective and validated product development across all ING Retail Tribes. Key priorities included:- Building and establishing a Service Design Practice at ING to operate as a centre of expertise across Retail Tribes- Coaching, facilitating and leading cross-functional teams through design sprints to create validated product propositions and services ready for investment (including partnerships).- Leading the Open Banking Strategy and implementation with ING product and delivery teams – taking a wide range of data sets and synthesizing into a focused position for ING- Rebuilding a UX function with established ways of working into the business and delivery

Contribute to executing the Retail Bank strategy for ING in Australia, in addition to being a member of the business leadership group (BLG).Responsible for defining the innovation agenda, focused on service differentiation, fostering and embedding an innovation culture across ING in Australia.Responsible for delivering new & transformational digital change to the organisationSet and optimise strategic direction and transform ING strategy (group, local, and retail) to the Tribe level and drive the implementationEnsure outstanding customer experience across all our digital touch pointsDrive self-service and other channel efficienciesMaximise digital sales effectiveness to drive conversion rates and grow our customer / account baseDelivering quality, consistency and accessibility across our digital channels

Part of the leadership team in Marketing - I have developed and currently lead the customer engagement initiatives for Australia's 5th largest bank on strong growth trajectory. Core to success in this role is driving deeper levels of brand affinity within the existing customer base, improving long-term loyalty and value through better product utilisation and leveraging our network of advocates to improve s'ales performance.Specific accountability for- Leading a high performing team of 6- Social and content marketing- Launch of new digital features and utilities to drive adoption- Implementation and optimisation of customer advocacy initiatives- Customer marketing strategy- Function and agency leadership

This regional role is tasked to develop and deliver a digital marketing strategy for the Singapore and Australian markets with the intent to position eFinancialCareers as the leading online careers site in finance, banking and IT Digital Acquisition: Produce market-leading digital acquisition campaigns to attract & convert high quality audiences through the use of programmatic display, social media, partner & sponsor marketing and search engine marketing.Digital Retention: Create, Build and Lead the development of compelling engagement campaigns for existing product users through the use of content, email lifecycles, social media and content amplification platforms (Taboola & Outbrain). Achieved email open rates >72% for reactivation campaigns and CTR’s on Social Campaigns >3%.Cross-functional Project Management: working with Sales Directors around the globe, Product and Technology Teams in the UK and Client Services (globally) to create bespoke marketing programs for Tier 1 accounts. Successfully project lead the 2014 Global Innovation Project to enhance client engagement.Reporting & Analytics: proficiency in Google Analytics Premium and highly competent in reporting and presenting on essential website conversion metricsProduct Marketing & Campaign Optimisation: involvement in testing, recommending user experience, optimising campaign creative and digital content and producing the go-to-market strategy for new website, new features & mobile.

Marketing Strategy and Planning - brand awareness, communications, market research and PRFinance Professional Acquisition - market identification, online media planning, digital display advertisingB2B Client Acquisition - corporate partnerships, product marketing and support for salesJobseeker Retention and Development - market segmentation, content marketing, CRM and new product developmentBrand champion for eFinancialCareers Australia market.

This position was created to analyse current student recruitment initiatives and conduct market research to guide the development of an integrated digital marketing student recruitment platform. ‘Pango’ is a unique student recruitment/digital lifecycle tool that engages with students over a 4 year period with responsive content to nurture them to conversion as students at the University of Western Sydney. As Project Manager I successfully researched, scoped, communicated with multiple stakeholders and managed third party vendors to launch ‘Pango’ to market. Reporting to the Pro-Vice Chancellor (Students), the role required an ability to comprehend market research, to think laterally and logically and to also manage many tasks simultaneously. It required a sufficient understanding of technology, the principles of wire framing, persona development and customer centric design in order to drive agency partners and technology teams in the development.

Managed a multi-million dollar advertising, media planning and promotional budget as well as the below-the-line marketing communications for student recruitment on behalf of the University. It required a delicate balance of creative and analytical skills, combined with a passion for the brand and an ambition to raise the brand profile against specific audiences. This role polished my ability to meet deadlines, satisfy clients and manage time.This position also provided exposure across the entire product management cycle, from strategy development, to promotion and customer relationship management to the execution and evaluation of the project.