Senior Customer Journey Expert - Sydney, Australia - ING Bank N.V.

Description

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 with a focus on ESG. This role will be responsible for transforming, digitising, and optimising the customer journey across the entire ESG value chain from consideration through to in-life management.

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 developing and designing process to transform the entire ESG value chain including at the consideration stage through to financing the need and in-life management
• Collaborate with partnerships, digital, broker, direct lending, credit risk and operational lending teams to design and transform the end to end ESG journey
• Be responsible for ensuring credit and ESG policies are integrated into the customer journey in a seamless and automated way
• Create and drive 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 the end to end journey ties cohesively together and is compliant with key regulations

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
• Excellent interpersonal and relationship-building skills to manage internal and external stakeholders
• Strong verbal and written communication skills to articulate the banks ESG strategy when establishing partnerships to enable the journey
• Customer at the heart of everything – and is passionate about delivering superior customer experiences and product features

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 Applications close 31/3/24