Product Owner CRM and Customer Growth Expert

At ING Australia were all about making life simpler and more rewarding for our customers our people and the communities we support. Joining ING means stepping into an environment where your individuality isnt just welcomed its celebrated. Weve built a culture thats fun inclusive and supportive giving you the freedom to do your thing and grow your career.

Were looking for a Product Owner CRM and Customer Growth Expertto join our Customer Growth & Engagement team part of the broader Customer Interactions Tribe in the Retail Bank. This team is on a mission to deliver personalised cross-channel communications that deepen customer relationships drive engagement and optimise ROI across the existing customer base.

In this role youll take ownership of strategies and programs for key customer lifecycle stages from onboarding and product adoption to retention and compliance. Acting as a Product Owner within an agile squad youll prioritise the backlog steer delivery and collaborate with analytics marketing and technology teams to design and optimise customer interactions across channels like mobile app email SMS and web. Your work will combine data-driven insights test-and-learn methodologies and innovative thinking to ensure every interaction is timely relevant and impactful.

Our ideal candidate is a strategic thinker with a proven track record in CRM and customer lifecycle management bringing deep expertise in designing and delivering personalised data-driven customer interactions. You have experience acting as a Product Owner within an agile environment confidently prioritising backlogs steering squads and aligning deliverables with business objectives. While a background in banking is not essential youll need to demonstrate significant experience in customer engagement marketing automation and campaign management platforms coupled with strong analytical skills to translate insights into actionable strategies. Youre collaborative adaptable and passionate about driving customer growth and engagement through innovative solutions.

If youre passionate about customer experience thrive in an agile environment and want to make a real impact in shaping how we engage with our customers this is your chance to do your thing at ING.

What youll do

• Own the strategy and delivery for key customer lifecycle stages driving engagement retention and ROI through personalised cross-channel communications.
• Act as Product Owner for an agile squad prioritising the backlog aligning deliverables with business objectives and ensuring predictable high-quality outcomes.
• Design and optimise customer interactions across channels such as mobile app email SMS and web using test-and-learn methodologies and data-driven insights.
• Collaborate with analytics marketing and technology teams to leverage segmentation propensity models and real-time decisioning for improved customer experiences.
• Monitor performance metrics and consolidate insights providing recommendations to continuously improve engagement strategies and communication outcomes.
• Champion innovation and operational efficiency driving enhancements in marketing automation campaign management and personalisation capabilities.

What were looking for

• Extensive experience in CRM and customer lifecycle management with a solid ability to design and deliver personalised data-driven customer interactions.
• Proven track record acting as a Product Owner in an agile environment including backlog prioritisation stakeholder alignment and leading squad delivery.
• Exceptional analytical skills with the ability to interpret customer data segmentation and propensity models translating insights into actionable strategies.
• Experience with marketing automation and campaign management platforms and a passion for leveraging technology to optimise customer engagement.
• Excellent communication collaboration and influencing skills to work effectively across diverse teams and stakeholders.
• While banking experience is not essential youll bring significant expertise in customer engagement and innovation ideally from industries with complex customer journeys.

Whats 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 were 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 were proud to support. Joining ING means stepping into an environment where your individuality isnt just welcomed - its celebrated. Weve built a culture thats fun inclusive and supportive giving you the freedom to be yourself so you can do your thing.

Whether youre taking ownership of exciting projects thinking outside the box or working with global colleagues youll find ING is the kind of place where growth isnt just a possibility; its a promise. As a WGEA Employer of Choice for Gender Equality and Family Inclusive workplace youll 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 youre interested but dont meet all the criteria we encourage you to apply. Were invested in fostering a diverse and inclusive workplace where everyone feels like they belong. Were your alliesin helping you do your thingduring the recruitment process so let us know (email below) if you require any support or adjustments when you apply

Sound like your kind of vibe We cant wait to hear from you!

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

ING is Australias most recommended bank according to RFI Globals Consumer Atlas Survey JanuaryJune 2025 (n 29510) when compared to customers of the 10 largest ADIs operating in Australia.

Need more

Contact: Rachel Yuen

For support and adjustments including DEI LGBTQI confidential application support enquiries:

Applications close 23rd January 2026

Before you apply
Here at ING we consider employee development to be important and encourage existing employees to apply for suitable internal positions. It is expected that any employee applying for a vacant position would have been in their current role for a minimum of twelve (12) months before applying. This may be waived in special circumstances and after consultation with your Manager

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