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Department: Business Proposition and Marketing Cluster
Division: Australia Retail
Location: Melbourne
About Us At ANZ, we're shaping a world where people and communities thrive, driven by a common goal: to improve the financial wellbeing and sustainability of our millions of customers.
About the Role As a Continuous Improvement Manager in our ANZ Home Loans Portfolio, you'll play a key role in helping shape and improve the End-to-End customer experience for ANZ Home Loan customers and ensure moments of delight and satisfaction throughout the customer lifecycle. This role is responsible for ensuring that the teams, personnel and organisational changes required to ensure high levels of customer satisfaction are identified, engaged and changes are implemented with precision and timeliness.
The Continuous Improvement Manager is the person who identifies opportunities to improve the customer experience and delivering them. The role will involve a combination of delivering small initiatives to improve CX, underpinned by quantitative/qualitative insights.
This role will also support the Customer Experience Lead and Customer Experience Manager in delivering larger and broader initiatives. The successful person will be able to conduct detailed reviews of our various customer experience benchmarking, including Voice of Customer surveys, external benchmarking, complaints etc and turn that into meaningful insight enabling us to change the business for the better.
Banking is changing and we're changing with it, giving our people great opportunities to try new things, learn and grow. Whatever your role at ANZ, you'll be building your future, while helping to build ours.
What will your day look like? As a Continuous Improvement Manager, you will:
Conduct deep-dive reviews into various customer experience information sources, e.g. Voice of Customer, surveys, external benchmarking, complaints Compile, synthesise and monitor relevant data sources (e.g. NPS, complaints, external research) to generate customer insights and competitive benchmarking. Transform these insights into actionable improvements in the ANZ customer experience Support uplift to our customer behavioural analytics across all channels Support the Senior Manager and Customer Experience Manager in delivering initiatives to uplift the Home Loan Customer Experience Take the lead on smaller customer experience initiatives and co-ordinate with relevant stakeholders What will you bring? To grow and be successful in this role, you will ideally bring the following:
Experience reviewing various reporting and information sources and synthesising into meaningful actions Experience with performance monitoring e.g. NPS or Complaints Experience delivering business initiatives with different teams and portfolios Experience in leading a diverse group of stakeholders and rallying them towards a common goal Experience in preparing reports, packs for Leadership team members A passion for improving the customer experience Experience in a Home Loans business (or similar)
You're not expected to have 100% of these skills. At ANZ a growth mindset is at the heart of our culture, so if you have most of these things in your toolbox, we'd love to hear from you.
So why join us? From the moment you join ANZ, you'll be doing meaningful work that will shape a world where people and communities thrive.
But it's not just our customers who'll feel your impact. you'll feel it too. Because at ANZ, you'll have the resources, opportunities, and support you need to take the next big step in your career.
We're a diverse bunch at ANZ in different roles, different locations, doing different things. That's why we have a range of flexible working arrangements, so our people can 'make work, work for them'. We also provide a range of benefits including access to health and wellbeing services and discounts on selected products and services from ANZ and more.
At ANZ, you'll be part of an organisation where the different backgrounds, perspectives and life experiences of our people are celebrated. That's because We're committed to building a workplace that reflects the diversity of the communities we serve. We welcome applications from everyone and encourage you to talk to us about any adjustments you may require to our recruitment process or the role itself. If you are a candidate with a disability or access requirement, let us know how we can provide you with additional support.
To find out more about working at ANZ, visit https://www.anz.com.au/careers . You can apply for this role by visiting ANZ Careers and searching for reference number 69824.
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