Customer Journey Expert - Business Banking

At ING, our purpose is simple: to empower people to stay a step ahead in life and in business. Each day, millions of customers across more than 40 countries rely on our products and services - and in this role, you'll help shape the way our business customers bank.

We're looking for an experienced Product Owner / Customer Journey Expert to join our Business Bank Delivery Tribe , focused on transforming and digitising the Daily Banking and Digital Onboarding experience for our business customers.

Ready to make an impact?

What you'll do

• Drive the design, delivery, and continuous improvement of digital onboarding and daily banking customer journeys.
• Analyse customer insights and feedback to identify improvements across products, processes, and end-to-end experiences.
• Prioritise and manage the squad backlog while actively contributing to Agile ceremonies and team delivery.
• Define and refine product requirements, ensuring alignment with regulatory, risk, and customer-centric expectations.
• Resolve incidents and issues, implementing sustainable solutions and process enhancements.
• Collaborate with cross-functional teams - including Technology, Operations, and Customer-facing areas - to deliver integrated outcomes.

What we're looking for

• A track record of leading or influencing digital transformation or customer-experience initiatives.
• 5+ years' experience in product management, digital channel development, or customer-journey optimisation.
• Exceptional analytical capability with the ability to make informed, data-driven decisions.
• Excellent stakeholder-management and communication skills across diverse teams.
• Experience working in Agile environments and contributing to delivery within squads or similar structures.
• A customer-obsessed mindset with a passion for creating intuitive, impactful 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. 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: Skye Griffiths on [email protected]

For support and adjustments, including DEI, LGBTQI+ confidential application support enquiries: [email protected]

Applications close Friday 30 January

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