Customer Journey Expert

At ING Australia, we believe that your individuality is what makes you stand out from the crowd. That's why we offer a career that's as unique as you are. With a global scale, inclusive culture, and cutting-edge technology at your fingertips, you'll have everything you need to become the best version of yourself.

We're on the hunt for an experienced Customer Journey Expert, Mortgages to join our high performing Mortgages, In Life Management team.

The Mortgages Tribe is responsible for driving the end-to-end performance of the mortgage business through development of a clear mortgage strategy, and working with all areas of the business, including technology delivery, to drive cross functional execution of this strategy.

**What you'll do**
- Improve the performance and profitability of the mortgage business by identifying and executing strategic and tactical opportunities that contribute to improving growth
- Develop and execute campaigns and offerings across all customer segments and distribution channels
- Work with stakeholders including operations, contact centre and technology to improve customer experience. This may be related to digitising processes, or tactical changes to operational processes to improve operational efficiency.
- Identify opportunities to continually improve the experience for existing mortgage customers as well as brokers - this could include reviewing product specifications and requirements; appraising new product ideas and/or product features or packaging changes to support the development of the CVP
- Support in daily tasks to support the operations of the team, inclusive but not limited to, rate change, in-house model updates, pricing queries and analysis.

**What we're looking for**
- Has demonstrated deep and broad level of experience (5+ years) in fundamental areas such as product management, operational process optimisation or channel optimisation.
- Demonstrates self-leadership and is confident to work independently whilst also performing more complex tasks and analysis
- Has strong communication skills and is capable of influencing stakeholders to ensure optimal outcomes are achieved
- 5+ years experience in financial services product management with proven experience in delivering initiatives/projects
- Experience in a customer facing environment, where identification of customer needs is at the heart of proposition development
- Good relationship skills to liaise with a diverse group of stakeholders

**What's in it for you**?
- Discounted ING Health Insurance
- An additional Rest Day to support your wellbeing
- An IMPACT day to volunteer on an approved sustainability activity

**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 on 20th January 2025