ING Australia’s Mortgages tribe is on the search for Associate Customer Journey Experts! The Mortgages Tribe is responsible for driving the end to end performance of the mortgage business through development of a clear mortgage strategy, and working with all areas of the business, including technology delivery, to drive cross functional execution of this strategy.
This is a 12-month Maternity Leave Cover.
Within the Tribe, the - Customer-In-life chapter is focused on 2 objectives - designing and delivering initiatives to minimise attrition of existing mortgage customers, and refining/improving the digital experience of our customers to ensure that that product features and services meet customers changing needs.
Ready to make an impact?
What you’ll do
- Support in daily tasks to support the operations of the team, inclusive but not limited to; rate change, in-house model updates, pricing queries and analysis.
- Develop and execute campaigns and offerings across all customer segments and distribution channels
- Improve the performance and profitability of the mortgage business by identifying and executing strategic and tactical opportunities that contribute to improving growth
- Work with Credit Operations on technology initiatives and process improvements to improve the capacity of the team
- Identify opportunities to continually improve the experience for prospective mortgage customers as well as brokers – this could include reviewing product specifications and requirements, appraising new product ideas and/or product or packaging changes to support the development of the CVP
What we’re looking for
- Demonstrated deep and broad level of experience (2+ years) in the fundamentals of one or more core pillars of a Customer Journey Expert, such as, risk remediation, product management, and management of risk events and issues to closure.
- Demonstrated self-leadership and is confident to work independently whilst also performing more complex tasks and analysis
- Excellent communication skills and is capable of influencing stakeholders to ensure optimal outcomes are achieved
- Exposure to remediation of risk issues, especially where customer impacts need to be understood and addressed
- Obsessed about our customers and ensures that we are delivering positive customer outcomes and experiences.
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. And because we want you to shine, let us know if you need any adjustments to the recruitment process by emailing [email protected].
We’re invested in fostering a diverse and inclusive workplace where everyone feels like they belong. 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 XPRT Survey, February 2021 - July 2021 (n = 31,903) when compared to customers of 20 other banks operating in Australia.
Need more?
Rachel Yuen [email protected]
Applications close in 10th July 2025
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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