Product Manager / Customer Journey Expert

About the role

ING Australia is seeking Product Managers, known internally as Customer Journey Experts, to lead the design and optimisation of end‑to‑end banking journeys. The role is open to professionals at multiple levels who have a passion for improving customer experiences in a financial services environment.

Key responsibilities

• Lead the analysis, design and optimisation of end‑to‑end customer journeys across banking products and services.
• Identify customer pain points and opportunities through insights, feedback, data and operational trends.
• Partner with Product, Technology, Operations, Risk and Customer teams to deliver customer‑focused improvements.
• Drive journey mapping, process redesign and experience enhancements that improve customer and business outcomes.
• Champion customer‑centric thinking and embed journey management best practices across the organisation.

Required profile

• Experience in Customer Journey Management, Customer Experience (CX), Service Design, Process Improvement or Transformation roles.
• Banking or financial services experience is essential; product‑specific expertise is not required.
• Exceptional stakeholder engagement and influencing skills, with the ability to drive outcomes across multiple business functions.
• Demonstrated experience translating customer insights into practical solutions and measurable results.
• A passion for improving customer experiences and simplifying complex customer journeys.

What we offer

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