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Senior Customer Journey Expert - Mortgages

Sales & Relationship management | Regular | REQ-10070522 | 2024-05-23 | Full-time


Each day, millions of customers in over 40 countries use ING’s banking products and services. You’ll be contributing to their customer experience. You’ll be shaping the way they bank and empowering them to stay a step ahead in life and business. Are you ready to make a real impact on people’s lives?

At ING, the Mortgages Tribe is responsible for driving the end-to-end performance of the mortgages business through development of a clear strategy and working collaboratively with all areas of the business to drive cross functional execution of this strategy. We are looking for an experienced Senior Customer Journey Expert, to join the Mortgage Tribe within the Retail Bank. This role will be responsible for identifying and integrating strategic ESG partnerships into the Mortgages flow to drive transformation of Customer ESG journeys

What You’ll Do

  • Build a deep understanding of the ESG home retrofitting and high quality home buying ecosystem across the customer journey
  • Be responsible for creating partnership strategies aligned to ING’s ESG goals and to support customers transitioning their homes to a higher energy efficiency
  • Establish partnerships with other companies and institutions to help enable the ING Mortgage Sustainability/ESG strategy
  • Forster relationships with internal and external stakeholders, including strategic partners, other companies and employees, to both manage and communicate the bank’s sustainability efforts
  • Drive partnership initiatives to minimise the Mortgage business’ environmental footprint (through financed emissions) by aiming to create more energy efficient homes and thereby lowering the housing footprint of society
  • Collaborate with internal teams such as marketing, finance, legal and sustainability to ensure seamless integration of partnerships into the ESG strategy and customer journey

What We’re Looking For

  • Experience in identifying and assessing partner services and ensuring these enable strategic and customer outcomes
  • A passion for innovation and making positive change to the environment and the economy
  • Proven financial and P&L experience to assess the impact of partnerships as part of the business
  • An analytical mindset to assess potential partnerships, market trends, and use data to drive decision making
  • Strong verbal and written communication skills to articulate the banks ESG strategy when establishing partnerships to enable the journey

What’s in it for you?

  • Discounted ING Health Insurance
  • An additional Rest Day to support your well being
  • An IMPACT day to volunteer on approved sustainability activity to give back to our community

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 Jack Foulger at


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Please be aware that the recruitment procedures, (labour) regulations and labour agreements of Australia apply.

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