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Senior Customer Journey Expert, Consumer Lending

2 months ago

Sydney, Australia ING Bank (Australia) Limited Full time

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 looking for a Senior Customer Journey Expert to join our growing Consumer Lending team.  Using your exceptional Customer Journey Expertise, including end to end journey development through to supporting your Product Owners in your team who’ll complete the delivery throughout the squads.

You’ll report to the Product Area Lead – Origination, where you’ll be responsible for the acquisition strategy origination journey optimisation and conversion.

An Acquisition background and proven experience is essential to the success of this role. You’ll be a process improvement guru; with experience considering how our application forms and credit decision engine is humming and how this can be improved. Overall, you’ll have a customer lens on every step of our customer journey and always seeking to improve our customer experience.

What you’ll do 

  • Lead product management efforts, focusing on consumer lending projects, aligning with the strategic goals of the organisation
  • Drive customer journey optimisation by representing the voice of the customer, enhancing product offerings, and improving customer experience
  • Manage and mitigate product risks, including compliance with legislative and regulatory frameworks (e.g., KYC, FATCA, CRS
  • Oversee origination enhancements by identifying improvement areas and implementing structural changes to processes, services, and channels
  • Ensure stakeholder alignment by managing relationships with internal and external stakeholders, providing transparency, and keeping them informed of progress
  • Develop and implement Acquisition strategy, aligning with local and global objectives, and ensure its execution delivers expected business and customer outcomes
  • Monitor key performance indicators (KPIs) and financial targets including acquisition volumes, approval rates and converstion rates
  • Participate in key ceremonies, including tribe reviews and planning sessions, to ensure team alignment and readiness for project execution

What we’re looking for 

  • 5+ years of relevant experience in product management, in banking or financial services (consumer lending, cards, or personal loans)
  • Demonstrable experience leading or influencing changes to customer journeys (ideally including journey digitisation initiatives) that have improved portfolio growth, time to decision and customer experience
  • Experience managing product development and initiatives using Agile methodologies.
  • Proficiency in Microsoft Office tools, particularly Excel and PowerPoint.
  • Marketing acquisition, financial monitoring and channel/process optimisation expertise
  • Extensive stakeholder management and communication skills
  • Ability to work in cross-functional Agile teams, contributing to the acquisition quarterly business review planning process
  • Ability to make data-driven decisions and execute strategies effectively
  • Customer-focused, ensuring positive customer outcomes and experiences
  • Ability to work both autonomously and collaboratively in fast-paced environments
  • Excellent analytical and decision-making abilities
  • Experience with both quantitative and qualitative research techniques – nice to have
  • Demonstrated experience in new platform development and implementation from both business and technology perspectives – nice to have

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? 
Contact Rachel Yuen on rachel.yuen@ing.com

Applications close Wednesday 2 October