Product Owner - CRM and Customer Growth Expert

At ING Australia, we’re 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 isn’t just welcomed – it’s celebrated. We’ve built a culture that’s fun, inclusive, and supportive, giving you the freedom to do your thing and grow your career.

We’re looking for a Product Owner – CRM and Customer Growth Expert to 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, you’ll 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, you’ll 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, you’ll 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. You’re collaborative, adaptable, and passionate about driving customer growth and engagement through innovative solutions.

If you’re 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 you’ll 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 we’re 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, you’ll bring significant expertise in customer engagement and innovation, ideally from industries with complex customer journeys.

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: Rachel Yuen rachel.yuen@ing.com

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

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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