Chapter Lead, Head of Acquisition and Channel

2 weeks ago

Sydney, New South Wales, Australia ING Full time
Each day, millions of customers in over 40 countries use ING's banking products and services. You'll be contributing to their customer experience. You'll be shaping the way they bank and empowering them to stay a step ahead in life and business. Are you ready to make a real impact on people's lives?


At ING, the Mortgages Tribe is responsible for driving the end to end performance of the mortgages business through development of a clear strategy, and working collaboratively with all areas of the business to drive cross functional execution of this strategy.


We are looking for an experienced Chapter Lead / Head of Acquisition and Channel, to join the Mortgage Tribe Leadership Team within the Retail Bank.

This role will be leading the strategy on product distrubution, continually improving the experience for mortgage customers including driving strategic technology projects which digitise and automate the journey.


What are you going to do? You will be

  • Leading the development and implementation of the Mortgages acquisition and channel strategy working closely with Marketing, Sales, Digital, Customer Interactions, Tech & the Mortgages tribe to develop product journeys to both acquire new customers and cross sell to existing customers.
  • Working closely with Broker sales to optimise performance through the channel including sales efficiency and incentives. Regularly listen to feedback to ensure product, process and policy opportunities are optimized.
  • Working closely with the Direct channel team to optimise nearterm opportunities
  • Working with Contact Centre, Operations and Customer Experience teams to analyse moments of truth and monitor customer feedback to identify opportunities to improve the customer and broker experience including product, process and service improvements.
  • Leading a team of professionals with deep expertise to achieve the growth aspirations of the tribe, whilst developing their careers, and supporting a strong "orange" culture of cando and collaboration
  • Lead agile delivery of continuous improvement in our technology and processes

What are we looking for? Someone who has

  • Proven Mortgage product and distribution experience years)
  • Experience in articulating strategy and setting strategic direction with others (including identifying key priorities and initiative sequencing)
  • Demonstrable experience leading or influencing changes to products and customer journeys (ideally including journey digitisation initiatives) that have improved portfolio growth, time to decision and customer experience
  • Proven experience in managing complex issue and incident rectification or remediation initiatives
  • Proven experience influencing and leading diverse stakeholders (Credit Risk, Operations, Finance)
  • An analytical mindset, using data to drive decision making
  • Strong and proven people leadership capability able to build strong and engaged teams, driven by purpose and a passion for customers, with a pace for change
About Us


At ING, we want to make life simpler and more worthwhile - for everyone who banks with us, for the people who work with us, and the community at large, too.

When you come to work at ING, you're joining a team where individuality isn't just accepted, it's encouraged.

We've built a culture that's fun, friendly and supportive - it's the kind of place where you can be yourself and make the most of whatever you have to offer.

We give people the freedom to think differently, take ownership of their work, and make great things happen. We're here to help you get ahead.

And with our global network, there's plenty of scope to take your career in new directions, perhaps even ones you've never considered.


We are all about celebrating success and as a result we are proud to be a WGEA Employer of Choice for Gender Equality and a certified Family Inclusive workplace.

Sound like the kind of place you'd feel at home? We'd love to hear from you.

(One last thing, ING operates a direct talent sourcing model. So no agency introductions, please.)

Need more?
Applications close strictly on 21st July.

**Before you apply

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