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Journey Expert - RetainDepartment: AR Credit Cards & Personal Lending Delivery
Division: Australia Retail
Location: Docklands
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 RoleThe Journey Expert role is responsible for working with the Engagement & Retention lead to drive the strategic areas of focus for the E&R team and translate them into key actions (campaigns and initiatives).
Define key customer segments, personas and lifecycle journeys that cover multiple products (Credit Cards, Deposits, Transaction Accounts etc), portfolios, and channels.
The objective of this role is to drive higher levels of engagement, product usage, understanding of product features and benefits for our existing customers to deepen relationships and reduce attrition.
You must have a passion for creating highly targeted, relevant customer interactions that add value to customers' lives and help them get on top of their finances.
Role Location: 833 Collins Street, Docklands VIC 3008Role Type: 12-month Fixed-term opportunityWork Schedule: Full Time
What will your day look like?As a Journey Expert - Retain, you are accountable for:
Working with the E&R Lead to develop, deliver, and optimize key campaigns and initiatives across the customer lifecycle.Partnering with our "Go to market teams" (marketing, data, digital) to create compelling marketing briefs, campaign delivery plans, and timings and manage the end-to-end campaign development and deployment process.Defining and measuring success outcomes/metrics.Defining key customer segments across the EDB back book, with clearly defined "jobs to be done" to better engage these customers (supported by our data and insights team).Being the voice of the customer in all our interactions.Engaging stakeholders – aligning plans and initiatives with stakeholders.Maintaining a strong awareness of market trends and data insights.Bringing thought leadership, leading market best practices.What will you bring?To grow and be successful in this role, you will ideally bring the following:
Strong background in creating and delivering compelling marketing campaigns that deliver customer outcomes.Understanding of customer segmentation/personas.Ability to work with data and insights team to turn insights into campaigns and customer interactions.Previous experience in lifecycle/engagement style communications (nice to have).Understanding of banking/financial services products (nice to have).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 organization 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 inquiry about the support provided, please let us know on your application or visit ANZ Accessibility and Inclusion Programs for alternate contact methods.
To find out more about working at ANZ, visit careers.
You can apply for this role by visiting ANZ Careers and searching for reference number 81641.
Job Posting End Date #J-18808-Ljbffr