Senior Customer Journey Expert, Origination, Mortgages

At ING, we’re on a multi‑year journey to fundamentally transform how home loans are originated — making the process faster, simpler and more broker‑centric, while building scalable digital foundations for the future.

This role sits at the heart of that transformation. As Senior Product Manager, Mortgage Digitisation(internally known as Senior Customer Journey Expert Mortgage Origination), you’ll play a pivotal strategic and delivery role, driving end‑to‑end digitisation of the origination journey from lead through to settlement. With a primary focus on broker‑led acquisition (and a growing direct channel), you’ll shape direction, translate strategy into epics, and work hands‑on with our origination platforms to deliver real outcomes.

You’ll be the face of the business for origination delivery — working across squads and alongside Product Owners, Business Analysts and Technology to land complex initiatives that improve Time to Yes, reduce risk and cost, and materially lift broker and customer experience.

While this role does not lead people, this is a high‑impact, highly visible role for someone who thrives at the intersection of strategy, platforms and execution.

What you’ll do

• Drive the mortgage origination digitisation strategy end‑to‑end, shaping the capability roadmap and prioritising high‑impact epics across systems, process and experience.
• Lead delivery of strategic origination initiatives, acting as the face of the business across squads, governance forums and senior stakeholders.
• Own broker‑led origination outcomes, with a secondary focus on direct, improving Time to Yes, straight‑through processing and broker satisfaction.
• Work hands‑on with the origination system, guiding platform enhancements, integrations and automation across the lead‑to‑settlement journey.
• Translate strategy into shipped outcomes, partnering closely with Product Owner, Business Analysts and Technology to deliver complex, cross‑functional epics.
• Champion customer and broker experience, identifying moments of truth and delivering improvements that reduce friction and drive growth.

What we’re looking for

• Proven experience in mortgage origination digitisation, including delivery of end‑to‑end digital lending journeys and platform transformation.
• Excellent understanding of broker channels, with the ability to design and deliver solutions that materially improve broker experience and conversion.
• A strategic, commercially minded leader, comfortable shaping direction while remaining deeply involved in execution.
• Demonstrated ability to lead epics and complex initiatives, influencing senior stakeholders and aligning multiple delivery teams.
• Hands‑on experience with origination platforms and systems, including workflow, decisioning, and third‑party integrations.
• Collaborative delivery mindset, able to work effectively alongside PO, BA, Technology, Operations and Risk to get outcomes live.
  
  

What’s in it for you?

• Discounted ING Health Insurance 
• An additional Rest Day to support your wellbeing 
• An IMPACT day to volunteer on an 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: Skye Griffiths on skye.griffiths@ing.com

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

Applications close Wednesday 16th September

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