Product Area Lead - Digital Sales & Service Enablement

Sydney | Digital & Assisted Channels Tribe | Retail Banking

Are you passionate about creating exceptional digital experiences that make banking simpler for customers and drive better commercial outcomes?

We’re looking for an experienced people and delivery leader to shape the future of digital sales and servicing across app and web. Leading a team of Product Leads and multiple agile squads, you’ll drive the delivery and optimisation of key digital journeys, from our public website, CMS and search experience to enabling product sales, self-service and straight-through processing.

Working closely with Product, Technology and Global teams, you’ll help connect journeys across the organisation, bring more servicing into digital channels and reduce the need for customers to contact us. It’s an exciting opportunity for someone who enjoys working at the intersection of customer experience, product, technology and commercial outcomes, while leading teams through the next stage of our mobile led digital transformation.

What You'll Do

• Lead the digital sales and service strategy and roadmap across app and web, turning customer needs, commercial opportunities and regulatory requirements into clear priorities.
• Own and optimise the public website as a key digital channel, continuously improving its content and experience to support customer needs, drive acquisition and create a seamless pathway into the app.
• Own the CMS and digital content capabilities across web and app, ensuring content is easy to manage, relevant and consistent, while continuously improving search and discoverability.
• Enable digital sales and acquisition journeys, partnering across the business to improve conversion and deliver reusable digital capabilities that support multiple products.
• Drive greater digital self-service and straight-through processing, making it easier for customers to get things done digitally and reducing the need to contact the service centre.
• Connect delivery across product, technology and global teams, creating consistent, intuitive journeys and making effective use of reusable capabilities and design patterns.
• Lead, coach and develop Product Leads and agile squads, strengthening product craft, accountability and delivery excellence.
  

What We're Looking For

• Experience leading digital product delivery teams within banking, financial services or similarly complex global environments.
• Exceptional experience across web or mobile app delivery, with exposure to both highly regarded.
• Confidence partnering with engineers and technology teams, with an understanding of how digital products are designed, built and brought to market in an agile way.
• A collaborative and influential stakeholder manager who can navigate competing priorities and build strong relationships across business and technology teams.
• A pragmatic, curious and structured leader who enjoys understanding the true content, bringing clarity to complexity and helping teams perform at their best.

Why This Role?

• Lead a team with genuine impact on the customer journeys in both our web and app channel..

• Influence the future direction of digital self-service and digital sales
• Work within a highly collaborative agile environment alongside experienced product, design and engineering teams.

• Be part of a large-scale digital transformation agenda with significant visibility across the organisation, bringing our app to the next level.

• Opportunity to work with both local and global stakeholders, contributing to initiatives that have broad customer and business impact.

Application Information

To help us better understand your experience, we encourage candidates to include a cover letter highlighting:

• Your experience leading digital product, web and/or mobile app initiatives.

• Examples of working with agile squads and technology teams to deliver customer outcomes.

• Leadership experience, particularly leading leaders and developing high-performing teams.

• Experience within banking, financial services or other complex customer-focused environments.

• What excites you most about this opportunity and how your background aligns with the role.

We recognise that not every candidate will meet every criterion. If this opportunity excites you and you believe your experience could add value to the team, we'd love to hear from you.

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 (email below) if you require any support or adjustments when you apply

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 Friday 20 November

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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