Senior Customer Journey Expert, Consumer Lending

ING Australia is looking for an experienced Senior Customer Journey Expert (Senior Product Manager) to help drive growth and deliver outstanding end‑to‑end customer journeys across our Consumer Lending portfolio.

In this role which sits within our agile Consumer Lending Tribe you’ll play a key role in shaping acquisition strategy, optimising in‑life journeys, and delivering innovative, customer‑centric lending solutions.

You’ll balance customer value, regulatory requirements, and commercial outcomes, working closely with cross‑functional stakeholders to continuously improve our products, processes, and digital experiences.

Ready to make an impact!!

What you’ll do …

• Own and optimise end‑to‑end customer journeys across consumer lending products

• Represent the voice of the customer, driving improvements to key moments of truth

• Define and execute acquisition strategies across products, channels, pricing, and promotions

• Deliver product and journey enhancements within legislative and regulatory frameworks

• Develop business cases and support delivery through agile squads

• Monitor customer satisfaction (e.g. NPS), financial performance, and market trends

• Manage stakeholders across product, technology, risk, marketing, and external partners

• Support tribe strategy and contribute as a senior product owner within an agile environment

What we’re looking for….

• 7+ years of experience in personal loans or relevant banking domain (flexible for strong candidates)

• Strong customer engagement and retention capabilities

• Proven experience building business cases and partnering with delivery/execution teams

• Exposure to marketing initiatives, with hands-on collaboration on campaigns or propositions

• Strong background in product management, customer journey optimisation, and acquisition strategy

• Proven experience improving customer journeys, ideally including digital transformation
  

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.

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 at  Skye.Griffiths@ing.com

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

Applications close on 17th May, 2026.

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