Job Description

At ING, we're passionate about helping customers get ahead and stay ahead.

We're looking for a Senior Product Manager (known internally as Senior Customer Journey Expert) to play a pivotal role in shaping our mortgages retention strategy, delivering initiatives that strengthen customer loyalty, improve portfolio performance, and create seamless experiences across the mortgage journey.

This is an exciting opportunity for a commercially minded product professional who thrives on solving complex problems, using data to drive decisions, and influencing across diverse stakeholder groups.

You'll work at the intersection of product, pricing, customer experience and strategy, helping to identify new opportunities, optimise customer outcomes, and deliver meaningful business impact.

What you’ll do

• Develop and deliver initiatives that support our mortgages retention strategy and improve customer retention outcomes.

• Analyse portfolio, customer and market data to identify opportunities that enhance profitability, customer outcomes and growth.

• Partner with stakeholders across Marketing, Digital, Credit Risk and Customer Interactions to bring new propositions and customer journeys to life.

• Drive continuous improvement by identifying and implementing enhancements to customer, broker and operational experiences.

• Lead strategic digitisation initiatives, from business case development through to delivery.

What we’re looking for

• Proven experience in product management within mortgages, retention or in-life portfolio management, with exceptional commercial acumen across pricing, customer retention, portfolio performance and margin optimisation.

• A strategic and data-driven mindset, with the ability to translate insights into new initiatives that improve both customer and business outcomes.

• Exceptional stakeholder management and influencing skills, capable of setting direction by creating clarity, aligning diverse stakeholders and driving shared outcomes.

• A collaborative contributor who leads initiatives by lifting others, building trusted relationships, sharing knowledge, and bringing people on the journey to achieve collective success.

• A self-starter who thrives in ambiguity, balances competing priorities, and equips teams for win after win through clear priorities, effective execution and a focus on sustainable high performance.

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 Monday 24 August

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