We are looking for a Senior Customer Journey Expert (Senior Product Manager), with expertise in credit assessment policies and processes to support our Mortgages Tribe over the next 12 months, working on a critical transformation project.

This is a 12-month fixed term contract opportunity

Ideally our candidate is an experienced Senior Product Manager with subject matter expertise in credit assessment process and policy.

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.

The Origination product area is focused on designing and delivering initiatives to support the acquisition of mortgage customers using pricing, policy, product and customer experience levers. The product area is responsible for the origination journey from lead to settlement and onboarding.

In this role, you’ll be responsible for identifying and leading process improvements and digitisation initiatives across the Mortgages credit assessment.

What you’ll do 

Support the Digitisation Lead and Product Area Lead to define and execute mortgage digitisation strategy across direct and broker channels.Identify and execute opportunities to improve credit assessment processes.Analyse customer feedback to enhance experience for both mortgage customers and brokers through better products, communications, and services.Work with teams to streamline processes, reduce friction, and drive sales growth.Align with internal teams and external vendors to implement improvements.Maintain governance to optimize cost, compliance, and customer experience.Champion digital growth for ING mortgage originations.

What we’re looking for 

Has demonstrated depth of experience in the fundamentals of credit assessment process and process Proven experience & knowledge of Mortgages – understanding of operational processes, vendors, credit policy and regulatory requirementsHands on experience implementing optimisation across mortgage originations processes, policies & vendor relationships that have led to demonstrable reduction in time to decision & improved customer experience Demonstrated experience in managing key stakeholders at all levels including leading ‘virtual teams’ with reps from different areasObsessed about our customers and ensures that we are delivering positive customer outcomes and experiences. Proactive, with a personality and the capabilities to optimally function within an Agile environment You are a creative and an out-of-the box thinker who likes to work in a multidisciplinary team in an agile environment. Able to work effectively in a diverse team based environment as well as autonomously Able to work at a fast speed, accountable and committed to see things through to the end Able to challenge ideas constructively and suggest possible solutions Nice to have: Hands on experience implementing digital mortgages transformation or large-scale uplift to mortgage originations processes, policies & vendor relationships that have led to demonstrable reduction in time to decision& improved customer experience

What’s in it for you?

Discounted ING Health Insurance An additional Rest Day to support your wellbeing An IMPACT day to volunteer on an approved sustainability activity 

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 Rachel Yuen on rachel.yuen@ing.com

Applications close on 19th February 2025

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