Product Area Lead - Digital Sales & Service Enablement

About the role

ING is looking for an experienced people and delivery leader to lead the digital sales and service enablement area within its Retail Banking Digital & Assisted Channels Tribe in Sydney. You will lead a team of Product Leads and several agile squads, driving the delivery and optimisation of digital journeys across the public website, CMS and search experience, and supporting product sales, self-service and straight-through processing. The role works closely with Product, Technology and Global teams.

Key responsibilities

• Lead the digital sales and service strategy and roadmap across app and web, turning customer needs, commercial opportunities and regulatory requirements into priorities.
• Own and optimise the public website as a key digital channel, improving its content and experience to support customers, drive acquisition and create a seamless path into the app.
• Own the CMS and digital content capabilities across web and app, keeping content manageable, relevant and consistent, and improving search and discoverability.
• Enable digital sales and acquisition journeys by partnering across the business to improve conversion and build reusable digital capabilities.
• Drive greater digital self-service and straight-through processing to reduce the need for customers to contact the service centre.
• Connect delivery across product, technology and global teams, using reusable capabilities and design patterns.
• Lead, coach and develop Product Leads and agile squads, strengthening product craft, accountability and delivery excellence.

Required profile

• Experience leading digital product delivery teams in banking, financial services or similar complex global environments.
• Strong experience delivering web or mobile apps, with exposure to both.
• Confidence partnering with engineers and technology teams, with an understanding of how digital products are designed, built and launched in an agile way.
• A collaborative, influential stakeholder manager who can handle competing priorities and build relationships across business and technology teams.
• A pragmatic, curious and structured leader who brings clarity to complexity.

Candidates are asked to include a cover letter covering their experience leading digital product, web and/or mobile app initiatives, working with agile squads and technology teams, leadership experience, and why they are excited by the opportunity. Applications close on Friday 20 November; the bank encourages existing employees to apply only if they have been in their current role for at least 12 months.

What we offer

• Discounted ING Health Insurance.
• An additional rest day to support wellbeing.
• An IMPACT day to volunteer on approved sustainability activities.