ING

ING Australia is committed to becoming the most loved mobile-led bank in the country. We're seeking a Senior Customer Journey Expert, Origination for our Mortgages Tribe.

In this role, you'll leverage your vendor management skills and deep knowledge of lending products, operational processes, and regulatory requirements. You'll lead process improvements and digitisation initiatives to enhance the mortgage origination journey from lead to settlement and onboarding, improving time to decision and customer experience while reducing risk.

Your fast learning ability and thirst for knowledge will be crucial in driving cross-functional execution of our strategy and ensuring ING remains at the forefront of mobile-led banking.

What you’ll do

• Support Strategy Execution: Assist the Digitisation Lead and Product Area Lead in defining and executing mortgage origination and digitisation strategies across direct and broker channels.
• Improve Portfolio Acquisition: Identify and implement opportunities to enhance portfolio acquisition and profitability.
• Vendor and Partner Management: Collaborate with and manage relationships with vendors and partners to enhance customer experience across all channels.
• Customer Feedback Analysis: Use customer feedback to improve products, communications, and services for mortgage customers and brokers.
• Streamline Processes: Work with teams to streamline processes, reduce friction, and drive sales growth.
• Implement Improvements: Align with internal teams and external vendors to implement process improvements.
• Maintain Governance: Ensure governance to optimize cost, compliance, and customer experience.
• Champion Digital Growth: Advocate for digital growth in ING mortgage originations.

What we’re looking for

• Strategic Thinker: Proven ability to lead project delivery and manage the performance of the sales funnel.
• Digital Lending Expertise: Experience in digital lending transformation or large-scale improvements to origination processes, policies, and vendor relationships, leading to reduced decision times and enhanced customer experience.
• Tech and Business Systems Knowledge: Strong understanding of technology and business systems both strategically and operationally.
• Risk Management Awareness: Knowledge of risk management principles, assessments, and controls.
• Stakeholder Management: Demonstrated experience in managing key stakeholders and partner/vendor relationships at all levels.
• Proactive and Agile: Ability to function optimally in an Agile environment with a proactive approach.
• Excellent Communication: Strong communication skills, solid stakeholder management, analytical skills, and data-driven decision-making.
• Team Player and Autonomous Worker: Ability to work effectively in a diverse team environment and autonomously, with the capability to challenge ideas constructively and suggest 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 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 22nd May 2025

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

ING is Australia's most recommended bank according to RFi XPRT Survey, February 2021 - July 2021 (n = 31,903) when compared to customers of 20 other banks operating in Australia.

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