Journey Expert

2 months ago

Melbourne, Australia ANZ Banking Group Full time

**Req ID**: 38982

**Department**: AR ANZx Digital Portfolio

**Division**: Australia Retail

**Location**: Melbourne
About the role

At ANZ our purpose is to shape a world where people and communities thrive. We’re making this happen by improving the financial wellbeing and sustainability of our customers so they can achieve incredible things
- whether they’re buying a home, building a business or saving for things big or small.

As a Journey Expert under the Digital Portfolio’s Well Managed Function, you will use your SME knowledge to support and stay across operational and compliance pillars such as Risk Forums, Asset Health, Audit, Customer Complaints, Business Continuity, Control Management and Vulnerability Management, to ensure the Digital Portfolio is operating in an effective manner. In addition, you will support the Well Managed Leads in the uplift of our key Well Managed activities across the Digital Portfolio.

The Journey Expert role is very broad and diverse. As you will be working in the Well Managed Function, your role could be accountable to do a combination of the below:
Customer Complaints - lead and champion the voice of the customer through complaints analysis and reporting, while providing key insights to Tribe leadership.
Business Continuity - coordinate and test Business Continuity Management plans across the Digital Portfolio.
Control Management - support risk and control assurance activities across the Digital Portfolio to ensure we are able to demonstrate a “Well Run” business, in partnership with Assurance and Tech Assurance resources.
Remediation - facilitate any remediation activities across the Digital Portfolio as required.
Risk Forums - prepare for and assist with the coordination of the various Risk Forums that sit across the Digital Portfolio.
Communications - using a variety of media, channels and strategies to convey meaning and ideas to inform, educate or drive action. While we all communicate on a daily basis, this Type of Work specifically applies where you are designing and executing communication plans and activities.
Delivery Management - the practice of initiating, planning, executing, and embedding an initiative, product, program, campaign or change to achieve a set of objectives or outcomes (for customers, employees, the organisation and/or the market). This includes identifying, tracking, resolving and managing dependencies.

**Role Location**: 833 Collins Street, Docklands VIC 3008

**Role Type**: Permanent, Full-time

What will you bring?

To grow and be successful in the role, you will ideally bring the following:
First and foremost, we are looking for passionate people who are problem solvers who put the customer at the heart of everything they do, with analytical minds that can flex to think creatively and solve complex problems
Someone who has a curious mindset, and who is comfortable seeking out answers on their own with uncertainty and ambiguity
Experience working in Digital and/or Agile environments
Ability to explore customer needs in a data-driven way, develop and implement innovative solutions, test the outcomes, and iterate
Experience defining and articulating business and customer needs.
Ability to work with a range of stakeholders across the Digital Portfolio & Digital Domain, including Tribes and their teams and business partners across the organisation

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?

There’s something special about being part of ANZ. From the moment you join us, you’re part of a team working towards a common goal: improving the financial wellbeing and sustainability of our millions of customers.

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 and community you need to take the next big step in your career, towards even bigger things in the future.

We offer a range of benefits tailored to the countries in which we operate including Health and Wellbeing programs and flexible working arrangements.

Job Posting End Date

28/06/2023, 11.59pm, (Melbourne Australia)

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