NGMG has demonstrated how a single Loanworks Origination Platform can simultaneously power two completely distinct brands — each with its own customer experience, credit policy, and integration ecosystem — without compromise.
Consumer expectations for digital financial services continue to rise. Home loan applicants increasingly expect the same convenience, transparency and immediacy they experience in other digital interactions.
NGMG recognised an opportunity to redefine its lending experience by providing customers with a genuine end-to-end online application process while preserving the personalised service and trust that Newcastle Permanent and Greater Bank are known for.
Rather than undertake a lengthy custom development program, NGMG partnered with Loanworks to leverage a proven digital origination platform capable of delivering rapid value while remaining highly configurable to the organisation’s lending policies, customer experience expectations and regulatory obligations.
The objective was clear: create a market-leading digital home loan experience that would simplify the home loan journey, improve customer engagement and establish a scalable platform capable of supporting future growth across multiple brands.
Loanworks enabled the bank group to configure each brand independently across every layer of the origination process.
Discovery and Design
The partnership commenced with a collaborative discovery and design phase in which NGMG and Loanworks worked side-by-side to map the ideal customer journey.
Loanworks provided a proven digital lending framework which was adapted to meet NGMG’s specific product, policy and brand requirements. Through workshops, design reviews and customer journey mapping sessions, both organisations aligned on a shared vision focused on customer outcomes and operational excellence.
High-fidelity wireframes and prototypes enabled stakeholders to validate the customer experience before development commenced, reducing risk and ensuring confidence in the final solution.
Agile Delivery
Development was delivered through agile sprint cycles supported by frequent collaboration between business, technology and vendor teams.
Daily engagement created transparency, accelerated decision-making and enabled the solution to evolve based on learnings throughout the delivery lifecycle. The partnership encouraged shared ownership of outcomes rather than a traditional client-vendor relationship.
Intelligent Integration
A key differentiator of the solution is the integration of real-time data and validation services directly within the customer journey.
Customers benefit from immediate feedback throughout the application process, improving confidence, reducing friction and replacing previously manual or time-consuming processes with a streamlined digital experience.
Testing and Launch
User Acceptance Testing was conducted collaboratively with Loanworks providing hands-on support throughout the testing period.
Prior to market launch, the solution was released through a controlled pilot, allowing both organisations to validate system performance and customer experience in a production environment. The successful pilot provided confidence for a broader release to customers across Australia.
Following the success of Newcastle Permanent, NGMG engaged Loanworks to extend the digital lending capability to Greater Bank.
The implementation demonstrated one of the partnership’s greatest strengths: scalability. By leveraging the established technology foundation and applying lessons learned from the initial rollout, the teams were able to accelerate delivery while maintaining governance, compliance and customer experience standards.
Both brands now operate on a single origination platform while maintaining independent lending products, credit policies, serviceability methodologies and customer journeys.
This approach provides NGMG with the efficiency and simplicity of one platform while preserving the flexibility required to support two unique banking brands. It also establishes a foundation capable of supporting future innovation, new products and organisational growth.
What distinguishes this partnership is the way both organisations worked together to achieve a common goal.
Rather than a traditional vendor-client engagement, Loanworks and NGMG operated as a unified team focused on delivering exceptional outcomes for customers. Decisions were made collaboratively, challenges were solved jointly and both organisations shared accountability for success.
The strength of the partnership is evidenced not only by the successful launch of Newcastle Permanent and Greater Bank but by the ongoing evolution of the platform and the ability to continuously improve customer outcomes.
Customer Experience Transformation
Customers now have access to a seamless digital home loan experience that provides greater convenience, transparency and control throughout the application process.
The platform enables customers to submit applications online, securely upload documentation, track progress and engage with the lending process at a time and place that suits them.
Scalable Multi-Brand Capability
The partnership delivered a strategic enterprise capability rather than a single solution.
A single origination platform now supports two banking brands, each with unique products, policies and customer experiences. This architecture has significantly improved operational efficiency while reducing complexity and supporting future growth.
Increased Operational Efficiency
Automation, integration and digital workflows have streamlined lending operations by reducing manual processes, improving data quality and enabling teams to focus on higher-value customer interactions.
The result is a more efficient operating model that delivers benefits to both customers and internal teams.
Accelerated Innovation
The success of the initial Newcastle Permanent implementation enabled the rapid expansion of the platform to Greater Bank.
This demonstrated the flexibility of the technology and the maturity of the partnership, proving that innovative digital experiences can be delivered at scale without compromising customer outcomes, governance or operational performance.
Sustainable Growth Platform
The platform has become a strategic capability that positions NGMG to continue evolving its digital lending offering, expand customer reach and adapt to changing market expectations.
Rather than solving a single business problem, the partnership has created a foundation for ongoing innovation and future growth.
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Loanworks brought deep digital lending expertise, a proven technology platform and the ability to rapidly adapt to evolving business needs. NGMG contributed customer insight, strong governance, lending expertise and an unwavering commitment to delivering better outcomes for its customers.
Together, the organisations have delivered a modern, scalable digital lending ecosystem supporting multiple banking brands while maintaining the flexibility required to meet distinct customer and business needs.
More importantly, the partnership has demonstrated how a fintech and an ADI can work as one team to create meaningful outcomes for Australian consumers. Through collaboration, innovation and a shared focus on customer experience, Loanworks and NGMG have established a model for digital transformation that continues to deliver value beyond the initial implementation.
This is more than a technology project. It is a successful long-term partnership that has transformed the home loan experience, enabled sustainable growth and created a platform for future innovation across one of Australia’s leading customer-owned banking groups.
Since July 2019, when it was awarded a full banking licence by APRA, it has grown rapidly. With currently more than 225,000 accounts on its platform and $300 million in customer deposits, it is Australia’s only neobank to offer home loans and remains the only digital mortgage for brokers.
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