Customer Development Manager - Onboarding - 12 Month Contract

At ING, we’re all about celebrating what makes you you. As part of our forward‑thinking Growth Tribe, you’ll join a team that thrives on curiosity, collaboration and innovation—working together to create simple, meaningful experiences that genuinely make a difference.

We’re looking for a Customer Development Manager – Onboarding to shape how customers engage with ING in their first 90 days with us. In this role, you’ll focus on driving early engagement, accelerating mobile primary conversion (e.g. salary contribution), increasing product uptake, and building strong digital behaviours from day one.

You’ll translate customer insights into highly targeted onboarding journeys, using data, segmentation and experimentation to optimise performance and deliver measurable commercial outcomes. This is a hands-on, end-to-end role with real ownership of the onboarding experience and the autonomy to continuously test, learn and improve.

If you’re energised by customer behaviour, excited by experimentation and motivated by shaping impactful early experiences, this is your opportunity to make a difference.

This is a 12-month fixed term contract based in Sydney.

What you’ll do

• Use customer, market and competitor insights to define priority onboarding segments and early lifecycle strategy
• Build best-in-class, personalised first 90-day journeys focused on salary contribution, mobile app engagement and second/third product uptake
• Drive mobile primary conversion and early customer activation through targeted campaigns and messaging
• Initiate and lead creative optimisation, including copy testing and A/B variants, based on performance insights
• Set onboarding success metrics, track performance, run experiments, and optimise investment by scaling what works
• Leverage dashboards, testing frameworks and AI-driven insights to identify meaningful signals and improve outcomes
• Collaborate across Growth, Product, Digital, Marketing, Legal and Compliance to deliver seamless onboarding experiences

What we’re looking for

• Experience using customer data, segmentation and insights to build early lifecycle or onboarding journeys
• A background in banking, financial services or from another regulated environment
• Strong understanding of test-and-learn practices, funnel performance, and ROI optimisation
• Proven ability to drive early engagement, activation or conversion outcomes
• A builder’s mindset with a bias for action and ability to work end-to-end on onboarding initiatives
• Confidence navigating compliance, collaborating cross-functionally and influencing stakeholders
• Strong communication skills, attention to detail, and passion for improving customer experience

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 Sabrina Huynh, Sabrina.huynh@ing.com

For support and adjustments, including DEI, LGBTQI+ confidential application support enquiries: rpoteam.au@ing.com 

Applications will close Wednesday, the 27th of May.

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