Product Owner / Customer Journey Expert - Financial Health - 8 Month Fixed Term Contract

ING Australia are looking to recruit a Customer Journey Expert (known as Product Owner at other companies) to work with our Financial Health team in the COO division on an 8-month fixed term contract.

The Financial Health team is responsible for managing ING Australia’s teams working on financial hardship and collections activities with significant regulatory oversight. The role of CJE in the Financial Health business includes the responsibility of being a Product Owner within a squad. The Product Owner decides what is being worked on within a squad (in consultation with the Initiative Owner/Initiative Lead), is responsible for meeting the squad’s KPI’s (together with the squad) and decides what the key priorities are.

More broadly as a Customer Journey Expert (CJE), you will work together with other experts to support and execute the deliverables planned for Financial Health and other domains. You have responsibility for the development, management and lifecycle of projects allocated to the Financial Health roadmap which may include hardship or collections processes and other business processes. You have expertise in delivering solutions that provide an optimal customer experience whilst meeting Risk, Regulatory and overall ING targets.

Ready to make an impact?

What you’ll do

• Contribute to the definition of the Customer Value Proposition by providing analysis of product and service solutions.
• Develop and enhance products in a profitable and appropriate way to achieve business goals.
• Determine and formulate the business and product requirements for existing and new products and services within the legislative and regulatory frameworks and in line with customer interests.
• Propose and implement structural improvements to work processes, products, services or channels following improvement needs being identified.  As such you are responsible for designing, developing & operating these solutions for our customers to allow them to stay “a step ahead in life and business”.
• Contribute to all sprint events through the use of technical expertise and experience.
• Co-manage and prioritise the backlog at the level of user stories, derived from features.
• Represent the product or service to internal and external stakeholders.
• Manage product risks and product requirements relating to the customer, supplier and regulators including all financial & non-financial risk.

What we’re looking for

• 7+ Work experience in the Financial Services/Banking/Commerce and Industry sector
• Bachelor’s degree in commerce, Business, Information Systems or an Analytical discipline with a strong ethics and control focus
• Business facing roles in a Change Management or Reporting capacity
• Knowledge and/or experience working in an Agile delivery environment and defining ways of working, embedding new systems, processes in a controlled and efficient manner
• Products/Services Management and Development - manage and develop all aspects of a product or service so that it achieves its maximum impact and value in the market
• Business Requirement Analysis - comprehensive knowledge and skills to act independently while guiding and training others on analyzing the business requirements that IT solutions must meet
• Action Planning – expertise to act as the authority on developing appropriate plans or performing necessary actions based on recommendations and requirements
• Commercial Accumen – understanding of the business environment and objectives to present and develop solutions in a clear, precise and innovative manner.

What’s in it for you?

• Drop everything and learn with over 16,000 professional and personal development courses to choose from
• Discounted ING Health Insurance
• An additional Rest Day to support your wellbeing

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 Mark Montgomery on mark.montgomery@ing.com.  

Applications close Tuesday 23rd December

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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