Senior Customer Journey Expert – Transaction Accounts

At ING, we do things differently. We’re passionate about helping Australians stay a step ahead in life and business by creating simple, intuitive and great‑value banking experiences. Our customer‑first culture, agile way of working and strong focus on innovation mean you’ll have real ownership, influence and the ability to see your ideas make a difference.

We’re seeking a Senior Customer Journey Expert to lead key everyday banking journeys across transaction accounts and value‑add propositions like Pocket Perks. This role blends customer‑led product thinking with strong data stewardship, governance and partner management to deliver trusted, engaging and compliant customer experiences.

What you’ll do

• Own and continuously improve end‑to‑end customer journeys for transaction accounts and Pocket Perks, acting as the voice of the customer
• Operate as a Data Steward, ensuring strong data governance, data quality, controls and alignment with regulatory and risk standards
• Drive delivery in an agile squad, contributing to backlog prioritisation, sprint events and (where required) Product Owner responsibilities
• Manage cashback, loyalty and rewards propositions, including vendor and partner relationships, performance and governance
• Use customer insights, market trends and data to drive measurable customer, commercial and experience outcomes

What we’re looking for

• Demonstrated experience in data governance, data quality management and data‑led decision making
• 5+ years’ experience in banking or a similar industry, with exposure to transaction or deposit accounts
• Experience delivering cashback, loyalty or rewards programs and managing external vendors or partners
• Strong capability in product management, customer journey design, process or channel optimisation within an agile environment
• Excellent stakeholder management and communication skills, with a customer‑obsessed, proactive and analytical mindset

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 environment 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 if you require any support or adjustments when you apply. Let us know if you’d like to chat with an LGBTQ+ Confidential contact.

Sound like your kind of vibe? We can’t wait to hear from you!

(One last note: We operate using a direct talent sourcing model, so no agency introductions, please.)

ING is Australia’s most recommended bank according to RFI Global’s Consumer Atlas Survey, January–June 2025 (n = 29,510) when compared to customers of the 10 largest ADIs operating in Australia.

Need more?

Contact: Skye Griffiths on skye.griffiths@ing.com

For support and adjustments, including DEI, LGBTQI+ confidential application support enquiries: rpoteam.au@ing.com

Applications close Monday 25 May

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