Senior Customer Journey Expert - 9‑month Secondment | Mortgages – In‑Life M at Ing Firm

Sydney, New South Wales, Australia -

Full Time

Start Date

Immediate

Expiry Date

07 Jul, 26

Salary

0.0

Posted On

08 Apr, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Product management, Customer journey design, Digitisation, Automation, Process optimisation, Financial services, Data analysis, Stakeholder influencing, Communication, Problem-solving, Portfolio management, Strategic planning, Tactical execution, Risk management, Customer insights

Industry

Banking

Description

Be part of shaping the future of our mortgage customer experience. This 9‑month secondment offers the opportunity to drive meaningful change across the end‑to‑end mortgage journey, lifting customer outcomes, portfolio performance, and digital capability. What you’ll do Lead digitisation and process improvement initiatives across the mortgage customer lifecycle to enhance productivity and customer experience Design and deliver strategic and tactical initiatives that strengthen the mortgage value proposition and improve retention Partner with Marketing, Digital, Credit Risk, Operations and Customer Interactions to design and implement new journeys, offers and enhancements Use customer and broker insights to identify pain points, uncover opportunities, and implement improvements that increase satisfaction and engagement Support in‑life portfolio management activities including pricing changes, rate reviews, model updates and operational initiatives What we’re looking for Exceptional communication and stakeholder influencing skills, with the ability to operate autonomously in complex environments 5+ years’ experience in product management, customer journey design, digitisation, automation or process optimisation within financial services Proven ability to analyse data, diagnose issues, and make commercially sound, customer‑focused recommendations A proactive self‑starter with strong problem‑solving skills and a passion for improving customer and business outcomes A collaborative mindset with experience working across multidisciplinary teams to deliver initiatives end‑to‑end Applications close Tuesday 14 April Before you apply Here at ING we consider employee development to be important and encourage existing employees to apply for suitable internal positions. It is expected that any employee applying for a vacant position would have been in their current role for a minimum of twelve (12) months before applying. This may be waived in special circumstances and after consultation with your Manager, #LI-DNI We’re a global bank with a strong European base, and our more than 60,000 colleagues serve around 38 million customers and corporate clients in over 40 countries. Joining ING means working with friendly and collaborative people towards making a positive impact on people and planet. We believe in empowering the people around us and our customers to stay a step ahead. Working here means having the autonomy to drive progress, helping to create superior customer value and contributing to our ambition of putting sustainability at the heart of everything we do. Here, we’re more than just a workplace – we’re a community of innovators, problem-solvers, and forward-thinkers, dedicated to making a real impact. Whether you’re just starting your career or seeking the next big challenge, we have opportunities that will inspire and push you to grow. Your future at ING starts with one application. Ready to join? We’ve got plenty of opportunities to match your skills and aspirations! Use the filters below the search bar – like location and job type – to help you find the perfect fit. Start exploring now and discover where your next career move could take you!

Responsibilities

Lead digitisation and process improvement initiatives across the mortgage customer lifecycle to enhance productivity and customer experience. Partner with cross-functional teams to design and implement strategic initiatives that improve retention and portfolio performance.