Journey Expert - Customer Experience 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 Journey Expert – Customer Experience in our Everyday Banking team, you'll play a key role in helping optimise and streamline the end-to-end experiences of our customers. You will focus on designing, improving, and aligning both customer and service journeys to ensure seamless, efficient, and satisfying interactions across all touchpoints for the Everyday Banking portfolio.
Role Type: 12 Months Fixed Term contract
Role Location: 833 Collins Street, Docklands VIC 3008
Work Hours: Full time
What will your day look like? Everyday banking meets the daily banking needs for millions of Australians, helping them to pay, save, borrow, and protect what matters to them. As a Journey Expert – Customer Experience you will be responsible for:
Customer Journey Mapping: Lead the design and refinement of customer journeys, identifying key moments of truth and pain points with a strong focus on identifying opportunities to improve.
Service Journey Optimisation: Map and improve internal service processes to ensure smooth delivery and support of customer facing initiatives.
Cross Functional Collaboration: Work closely with product, customer engagement, operations and technology teams to ensure a unified approach to customer and service journey improvements.
Customer Insights: Utilise data, customer feedback and research to inform and iterate on journey improvements.
Process Improvement: Identify bottlenecks in both customer and service journeys and recommend solutions to streamline and enhance the overall experience.
Solution Design: Develop strategies that align customer needs with business goals, ensuring a balance between excellent customer service and operational efficiency.
Influencing Execution: Influence the execution and launch of new customer propositions to ensure intended customer and business outcomes are met.
What will you bring? To grow and be successful in this role, you will ideally bring the following:
Service Design: Proven experience in mapping and improving service journeys to enhance operational efficiency.
Customer Obsessed: A strong understanding of customer experience (CX) principles and methodologies.
Commerciality: Ability to use internal data to understand how portfolios and products work and what are ANZ's financial levers and drivers of revenue and cost.
Proposition Development: Ability to support proposition (innovation) development end-to-end.
Growth Mindset: A continuous improvement and innovative mindset that values shared learning.
Discovery & Insights: Ability to leverage market intelligence, portfolio economics, customer complaints and insight data to influence innovation design.
Collaboration: Excellent communication and stakeholder management skills.
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. We also provide a range of benefits including access to health and wellbeing services.
At ANZ, you'll be part of an organisation where the different backgrounds, perspectives and life experiences of our people are celebrated. 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.
To find out more about working at ANZ, visit ANZ Careers and searching for reference number 77088.
Job Posting End Date
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