Customer Journey Expert

1 week 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 a passionate Customer Journey Expert to join the Mortgage Tribe within the Retail Bank with a focus on ESG.

This role will be a key part of the Mortgage Team working on highly diverse topics across the the ESG Mortgage value chain.

Every day will be different and your contribution will be large.

What You'll Do

  • Build a deep understanding of the ESG home retrofitting and high quality home buying ecosystem across the customer journey
  • Ensure that mortgage products and journeys align with the ESG strategy and to transform home retrofitting and high quality home buying experience
  • Support the broader ESG mortgage team to develop strategic partnerships, build out journeys across diverse stakeholder groups, and ensure products and services achieve financial and ESG outcomes
  • Conduct market research and analysis to identify trends, customer needs, and opportunities in the lending and ESG space
  • Develop analytical capability and continually monitor the mortgage portfolios financial and contribution to net zero pathway by bringing traditional and new data sources together
  • Collaborate with marketing, credit risk, distribution, operations, and product colleagues to develop and execute on tactical and strategic initiatives to to minimise the Mortgage business' environmental footprint (through financed emissions) by aiming to create more energy efficient homes and thereby lowering the housing footprint of society

What We're Looking For

  • Experience (~5 years) in product management or one of the related key disciplines such as pricing, channel, business analysis or process management
  • A passion for innovation and making positive change to the environment and the economy
  • Strong analytical skills to conduct market research, analyse trends, and identify customer needs whilst being able to turn analysis into insights and recommendations
  • Experience in building business cases for proposals, with P&L experience being favourable
  • Excellent interpersonal and collaboration skills to work across diverse stakeholder groups when designing out product, process, and customer journeys
  • A proven track record of problem solving in a creative or innovative way

What's in it for you?

  • Discounted ING Health Insurance
  • An additional Rest Day to support your well being
  • An IMPACT day to volunteer on approved sustainability activity to give back to our community

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?

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