Req ID: 82856
Department: R&P Superannuation
Division: Talent & Culture
Location: Melbourne
About UsAt 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 RoleAs Head of Member Experience, you are responsible for developing and implementing strategies to deliver a superior member experience to ANZSS members aligned with the fund's vision, values and purpose. You are to shape the long-term financial well-being of members, optimizing acquisitions, retention and member satisfaction.
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.
Role Type: Permanent, Full time (40 hours per week)
Role Location: Melbourne
What will your day look like?As the Head of Member Experience, you will be accountable for: Developing and implementing the member engagement strategy for ANZSS for accumulation and retirement members.Utilising member data and insights to inform decision-making, improve experiences, and guide enhancements to services, communications, and products.Leading and optimising member services and operations to ensure prompt, efficient, and high-quality member support across all channels (e.g., phone, email, website, mobile apps).Enhancing and leading delivery of ANZSS's Retirement Income Covenant obligations.Developing strategies to maximise inflows and member retention.Conducting member journey mapping, identifying high impact processes and implementing solutions to improve member satisfaction and reduce friction in the member experience.Managing key stakeholders responsible for delivering services to members.Managing the insurance arrangements and product development.What will you bring?To grow and be successful in this role, you will ideally bring the following:
Genuine commitment to superior member outcomes, demonstrated through a track record of developing and delivering impactful initiatives.Advanced stakeholder management and communication skills, with a strong ability to influence.Ability to explore member needs and derive actionable insights from multiple data sources.Experience delivering in a complex, highly regulated environment.Proven ability to develop commercial business cases with measurable outcomes.Ability to balance member satisfaction and risk.Strong business acumen with the ability to deliver in a changing environment, and excellent interpersonal skills for building relationships across the organization.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're a candidate with a disability or access requirement, and have an enquiry about the support provided, please let us know on your application or visit ANZ Accessibility and Inclusion Programs for alternate contact methods.
You can apply for this role by visiting ANZ Careers and searching for reference number 82856.
Job Posting End Date13/12/2024, 11.59pm, (Melbourne Australia)
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