At ING, we're passionate about helping customers get ahead and stay ahead. We're looking for a Senior Product Manager (known internally as Senior Customer Journey Expert) to play a pivotal role in shaping our mortgages retention strategy, delivering initiatives that strengthen customer loyalty, improve portfolio performance, and create seamless experiences across the mortgage journey. This is an exciting opportunity for a commercially minded product professional who thrives on solving complex problems, using data to drive decisions, and influencing across diverse stakeholder groups. You'll work at the intersection of product, pricing, customer experience and strategy, helping to identify new opportunities, optimise customer outcomes, and deliver meaningful business impact.
What you'll do
Develop and deliver initiatives that support our mortgages retention strategy and improve customer retention outcomes.
Analyse portfolio, customer and market data to identify opportunities that enhance profitability, customer outcomes and growth.
Partner with stakeholders across Marketing, Digital, Credit Risk and Customer Interactions to bring new propositions and customer journeys to life.
Drive continuous improvement by identifying and implementing enhancements to customer, broker and operational experiences.
Lead strategic digitisation initiatives, from business case development through to delivery.
What we're looking for
Proven experience in product management within mortgages, retention or in-life portfolio management, with exceptional commercial acumen across pricing, customer retention, portfolio performance and margin optimisation.
A strategic and data-driven mindset,



with the ability to translate insights into new initiatives that improve both customer and business outcomes.
Exceptional stakeholder management and influencing skills, capable of setting direction by creating clarity, aligning diverse stakeholders and driving shared outcomes.
A collaborative contributor who leads initiatives by lifting others, building trusted relationships, sharing knowledge, and bringing people on the journey to achieve collective success.
A self-starter who thrives in ambiguity, balances competing priorities, and equips teams for win after win through clear priorities, effective execution and a focus on sustainable high performance.
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 workplace 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. We're a global bank with a strong European base, and our more than 60,000 colleagues serve around 38 million customers and corporate clients in over 40 countries. Joining ING means working with friendly and collaborative people towards making a positive impact on people and planet. We believe in empowering the people around us and our customers to stay a step ahead. Working here means having the autonomy to drive progress, helping to create superior customer value and contributing to our ambition of putting sustainability at the heart of everything we do. Here, we're more than just a workplace – we're a community of innovators, problem-solvers, and forward-thinkers, dedicated to making a real impact. Whether you're just starting your career or seeking the next big challenge, we have opportunities that will inspire and push you to grow. Your future at ING starts with one application.
Applications close Monday 24 August #LI-DNI
#J-*****-Ljbffr

📌 Senior Product Manager, Mortgages Retention (Sydney)
🏢 ING BANK (AUSTRALIA
📍 Sydney