Senior Customer Journey Expert - MPB

At ING, we're passionate about making banking simpler, smarter and more rewarding for our customers.
We're looking for a commercially minded Senior Customer Journey Expert to lead and execute our Mobile Primary Bank strategy within the mortgages portfolio, helping more customers choose ING as their primary financial institution.
This is a unique opportunity to combine strategy, customer proposition development and commercial delivery to create meaningful outcomes for customers while driving sustainable growth and profitability.
What You'll Do
Lead the development and delivery of initiatives that strengthen ING's Mobile Primary Bank proposition for mortgage customers.
Design innovative customer propositions, loyalty programs and engagement strategies that deepen customer relationships and increase product holdings.
Use customer, portfolio and market insights to identify growth opportunities and influence strategic decision-making.
Partner with teams across Mortgages, Everyday Banking, Consumer Lending, Digital, Marketing and Growth to bring initiatives to life.
Monitor performance and continuously optimise customer and commercial outcomes across acquisition, retention and engagement.
What We're Looking For
5+ years' experience in product management, proposition development, customer growth or a related role within financial services.
Proven success delivering customer acquisition, retention, engagement or cross-sell initiatives that drive measurable commercial outcomes.
Strong commercial and analytical capability, with the ability to turn data and insights into actionable recommendations.
Exceptional stakeholder management skills with experience influencing across multiple business functions and senior stakeholders.
A strategic thinker with a hands-on delivery mindset who is passionate about customer experience and relationship banking.
What’s in it for you?
Discounted ING Health Insurance
An additional Rest Day to support your wellbeing
An IMPACT day to volunteer on approved sustainability activity
About Us
At ING, we’re all about making life simpler and more rewarding - for the people who bank with us, the team members who work with us, and the communities we’re proud to support. Joining ING means stepping into an environment where your individuality isn’t just welcomed - it’s celebrated. We’ve built a culture that’s fun, inclusive, and supportive, giving you the freedom to be yourself, so you can do your thing.
Whether you’re taking ownership of exciting projects, thinking outside the box, or working with global colleagues, you’ll find ING is the kind of place where growth isn’t just a possibility; it’s a promise. As a WGEA Employer of Choice for Gender Equality and Family Inclusive workplace, you’ll feel the difference in how we value and champion our people.
We make hiring decisions based on your skills, capabilities, and how you align with our values - not on ticking every box. So, if you’re interested but don’t meet all the criteria, we encourage you to apply. We’re invested in fostering a diverse and inclusive workplace where everyone feels like they belong. We’re your allies in helping you do your thing during the recruitment process, so let us know (email below) if you require any support or adjustments when you apply
Sound like your kind of vibe? We can’t wait to hear from you!
(One last note: We operate using a direct talent sourcing model, so no agency introductions, please.)
ING is Australia’s most recommended bank according to RFI Global’s Consumer Atlas Survey, January–June 2025 (n = 29,510) when compared to customers of the 10 largest ADIs operating in Australia.
Need more?
Contact: Skye Griffiths on skye.griffiths@ing.com
For support and adjustments, including DEI, LGBTQI+ confidential application support enquiries: rpoteam.au@ing.com
Applications close on Friday 25th September.
Internal advert blurb:
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
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