Senior Customer Journey Expert, Origination, Mortgages

3 weeks 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 on the hunt for an experienced Senior Customer Journey Expert, Origination for our Mortgages Tribe.

Our 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.

The Origination product area is focused on designing and delivering initiatives to support the acquisition of mortgage customers using pricing, policy, product and customer experience levers. The product area is responsible for the origination journey from lead to settlement and onboarding.

You’ll be a fast learner with a thirst for knowledge and be responsible to lead process improvements and digitisation initiatives across the Mortgage originations process to improve time to decision and customer experience whilst reducing risk.

What you’ll do 

  • Support the Acquisition Lead and Product Area Lead to define and execute mortgage acquisition strategy across direct and broker channels.
  • Identify and execute opportunities to improve portfolio acquisition and profitability.
  • Collaborate with Marketing and Customer Insights to drive lead generation, improve conversion rates, and optimize ROI.
  • Analyse customer feedback to enhance experience for both mortgage customers and brokers through better products, communications, and services.
  • Work with teams to streamline processes, reduce friction, and drive sales growth.
  • Align with internal teams and external vendors to implement improvements.
  • Maintain governance to optimize cost, compliance, and customer experience.
  • Champion digital growth for ING mortgage originations.

What we’re looking for 

  • Highly strategic thinker with a proven ability to lead project delivery and own performance of the sales funnel
  • Proven experience & knowledge of Mortgages – understanding of operational processes, vendors, credit policy and regulatory requirements
  • Understanding of digital mortgages transformation or large scale uplift to mortgage originations processes, policies & vendor relationships that have led to demonstrable reduction in time to decision& improved customer experience
  • Solid understanding of technology and business systems strategically and operationally
  • Sound awareness of risk management principles, assessments and controls
  • Demonstrated experience in managing key stakeholders at all levels including leading ‘virtual teams’ with reps from different areas
  • Proactive, with a personality and the capabilities to optimally function within an Agile environment
  • Excellent communication skills, solid stakeholder management skills with sound analytical skills and the ability to make decisions based on data
  • Able to work effectively in a diverse team-based environment as well as autonomously with the ability to challenge ideas constructively and suggest possible solutions

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 on 8th November 2024
 

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