Customer Journey Expert

We’re looking for an experienced **Product Manager focusing on Insurance** to join our impressive wealth tribe for Australia’s most recommended bank for the 3rd year running, where you will have the chance to own, sculpt and leave a real mark at ING and its amazing customer base.

You’ll be responsible for the development, management and lifecycle of insurance products and services, with a focus on customer experience, reporting and governance processes, with a view to achieving an optimal customer experience whilst meeting ING’s goals and targets. You’ll also be reporting to a Chapter Lead who will be responsible for leading, supporting and developing your craftsmanship throughout your tenure.

You’ll have expertise in one or more of the areas of delivery, project management, product management, channel and/or process optimisation, analytics and reporting, risk management or other relevant areas that are required in the squad, backed with experience in general or health insurance. This role will also give you the chance to use your negotiation and influencing skills across all levels of the organisation.

Are you ready to be our champion, guiding our customer’s throughout their journey within the Insurance space?

**What are you going to do? You will be**
- Representing the voice of the customer, with a strong vision on customer acquisition and retention strategy and the end to end customer journey, continuously focusing on improving the customer benefits ING offers and the key moments of truth
- Managing the governance of the insurance operations by working closely with insurance partners, monitoring and optimising processes and delivering data and reporting
- Designing strategy for products, channels, promotion, and product and process quality, in keeping with ING’s brand and local and global strategic and regulatory objectives
- Determining and formulating the business and product requirements for existing and new products and services within the legislative and regulatory frameworks and in line with customer interests.
- Engaging and supporting the agile methodology and One Way of Working (OWoW) including participating in Chapter meetings and sprint ceremonies or events.
- Managing product risks and product requirements relating to the customer, supplier and regulators including all financial & non-financial risk.
- Representing the product or service to internal and external stakeholders.
- From time to time you may also lead initiatives for other Chapters within the Wealth Tribe e.g. Superannuation

**What are we looking for? Someone who has**
- Experience in the end to end customer journey and driving change to deliver both value and best practice customer experience
- Strong analytical skills, attention to detail and the ability to create dashboards and reports to enable data-driven decision-making
- Demonstrated depth of relevant working experience within Insurance (at least 5 years)
- Experience in a customer environment, where the customer needs are at the heart of the proposition development
- A risk management focus and a working knowledge of business controls and risk mitigation
- Strong communication skills
- Strong stakeholder management skills
- The personality and the capabilities to optimally function within an Agile environment

**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 modern and progressive team where individuality isn’t just accepted, it’s encouraged. You’ll be surrounded by people who are friendly, inclusive and respectful, who want you to reach your potential. It’s one of the many reasons we’re proud to be an Employer of Choice for Gender Equality.

We give people the freedom to take risks, stay curious and think differently, and seek new and better ways to make 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.

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.)