Job Description

The Customer Journey Mortgage Product Expert reports to the Product Area Lead within the Mortgages & Distribution Channels Tribe.

The role is responsible for the development of products, processes, and services related to mortgage products. The incumbent monitors product positioning and implements commercial initiatives aimed at increasing sales through competitor analysis and KPI monitoring, ensuring stakeholder engagement and alignment across all involved functions.

Key Responsibilities

• Support the definition and implementation of product strategy (sales, processes, pricing, and channels).
• Design customer processes for mortgage products in collaboration with commercial channels and the Operations team, and promote process improvement initiatives by working with the various impacted areas.
• Contribute to the end-to-end development of products and processes.
• Monitor product KPIs to identify actions aimed at increasing profitability.
• Lead the implementation phase of initiatives related to products and services by providing product and process requirements.
• Be responsible for drafting the documentation (Change Business Requirements) necessary for product implementations.
• Collaborate with other team members to ensure synergy and consistency throughout the commercial process.
• Manage relationships with third-party companies involved in projects and product management.

Required Skills

• University degree or equivalent professional experience.

Technical Skills

• Strong problem-solving abilities.
• Excellent analytical skills.
• Knowledge of mortgage products.
• Knowledge of banking regulations, particularly those related to mortgage products.
• Knowledge of banking regulations related to ESG topics (considered a plus).
• Previous work experience in the banking sector or similar environments.
• A thorough understanding of the banking market, including competitor benchmarking and market insights.
• Strong interpersonal and relationship-building skills.
• Advanced knowledge of Microsoft Office, particularly Excel and PowerPoint.
• Good command of written and spoken English.

What we offer:

A strong learning opportunity in Business Oversight and NonFinancial Risk within a structured international banking environment.

Handson exposure to process governance and thirdparty risk management topics.

The chance to work closely with multiple stakeholders and understand how risks are managed endtoend.

A dynamic, inclusive and collaborative working environment, with opportunities for professional growth.

Contract offer:

Working conditions: Permanent employment contract

Working hours: Full time (37 hours per week)

Applicable Collective Labour Agreement: National Collective Labour Agreement for employees in the credit sector (NCLA)

Location: Milan

Annual base salary starting from: 48.000

Variable remuneration: in line with the applicable remuneration policies (with a target based on the role, outcomes linked to the Group, Business line/function, and individual performance)

Our compensation approach is built on objective, gender-neutral criteria aligned with the roles core requirements. That said, we believe talent goes beyond any framework: your total reward package will be tailored to reflect your unique experience, skills, and potential, ensuring we fully recognize the value you bring.

The benefits of joining ING

In addition to being a part of a great team, working in a fun and innovative environment, we offer:

• Flexible Smart Working
• Competitive base salaries and performance-based bonuses
• Meal vouchers and corporate restaurant and bar
• Health insurance and Accident insurance
• Pension fund and welfare plan
• Diverse cultures & Innovative mindsets
• International Environment and Talent Program
• Commitment to sustainability
• Lots of training development opportunities to help you grow
• Lots of moments dedicated to physical and mental well-being
• A special day off when it is your birthday: we call it #doyourbirthday!
• And of course, we cant forget free water & coffee at the office!

About ING

ING offers many opportunities to build a diverse and rewarding career. You will be joining an international innovative digital bank, the first in Italy to adopt a fully flexible smart working model, and you will be working in a stimulating environment where you can grow both as an individual and as a professional.

Our purpose - empowering people to stay a step ahead in life and in business - represents our belief in peoples potential. We dont judge, coach or to tell people how to live their lives. We empower people and businesses to realize their own vision for a better future.

Our Commitment

Diversity is a fundamental element of our corporate culture, and we are fully committed to creating a safe and inclusive environment, based on mutual respect and the value of diversity, offering equal job opportunities to all qualified candidates.

Job Application Safety Reminder

Were seeing an increase in fraudulent job offers. To protect yourself, please follow these key guidelines when applying for roles at ING:

Apply only via official ING platforms: ING uses Workday as its internal recruitment system. Applications should be submitted only via our official career site.

Check the senders email carefully: legitimate communication will always come from: @ing.com and/or @myworkday.com

No payments or banking details will ever be requested. If someone asks for this information, its a scam.

If you suspect suspicious activity, report it immediately. Your safety matters to us.