Journey Expert,

3 weeks ago

Melbourne, Australia ANZ Banking Group Full time

**Req ID**: 47725

**Department**: AR ANZx Get Help & Give Feedback

**Division**: Australia Retail

**Location**: Melbourne
About the role

ANZ Plus is digital first, human supported. The Get Help and Give Feedback Value stream revolves around the “human supported” offering and how we continually develop customer experiences. The team are CX and UX focused, driven by data and feedback.

This role will support the Customer Servicing squad in the Get Help and Give Feedback value stream, which has a mission to help customers get help, resolve an issue, provide feedback and improve their financial wellbeing.

What will your day look like

Work with multiple stakeholders across various ANZ Plus value streams, Australia Retail and rest of bank to discover, define and deliver features and experiences for both our ANZ Plus customers and ANZ Plus Coaches.

Supporting production issues and escalations from frontline Coach/Support Coaches

Delivering uplifts/updates to existing processes where improvements and/or simplification opportunities have been identified

Designing/building supporting processes where automation is not yet available

Contributing to the development of end to end Customer Servicing features - designing, impact assessments, build, testing and supporting change activities.

Identification and management of Risk and Controls assessments as feature process design evolves.

Stakeholder engagement by facilitating workshops and contribution to discussions to socialise impacts across various teams/areas

Presenting features to governance forums for socialisation and approvals.

Reporting / regular updates on delivery progress, operational readiness, potential efficiency realisation, and overall progress relative to our Customer Servicing strategy.

Contributing to the ‘test & learn’ culture within the squad, encouraging best practices around reviews, quality and documentation.

What will you bring?

Previous experience in one or more types of Analyst roles will be highly regarded, e.g. Process Analyst, System Analyst, Business Analyst, Data Analyst, Operations Analyst.

Previous experience in banking (particularly in Home Loans and Transaction and Save products)

General knowledge across retail banking products will be an advantage.

Experience working within cross-functional, agile or continuous delivery teams.

Ability to quickly gather information on the progress of work and communicate this to key stakeholders

Explore customer needs in a data-driven way, develop and implement innovative solutions, test outcomes, and iterate.

Excellent communication and interpersonal skills with the ability to influence outcomes at all levels.

A desire to continuously learn new techniques and technologies, bringing innovative ideas into the Squad.

Collaborative approach to problem solving with experience in influencing outcomes

Good research and analytical skills, and problem solving ability

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 will 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

30/08/2023, 11.59pm, (Melbourne Australia)

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