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Analyst, Self Service Adoption

3 months ago

Docklands, Australia ANZ Banking Group Full time

**Req ID**: 62025
**Department**: Channel Strategy & Transformation
**Division**: Australia Retail
**Location**: Docklands
- 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 part of the Self-Service Adoption tribe within Customer Engagement, you will play a significant role in delivering features in the ANZ App and Internet Banking to drive adoption of digital self-service ways of banking with our customers and bankers to support our strategy.

As an Analyst you will deeply understand the business environment to refine feature requirements and increase the quality and efficiency of the solutions being delivered to customers. You will translate business problems into user stories and acceptance criteria, getting to the heart of customer needs.

In this role, you will assist with multiple streams of work by playing a key role in documenting existing processes, understanding customer needs and self-service trends in digital banking, quantifying benefits and delivering new customer capability in the ANZ App and Internet Banking in partnership with CDX squads.

**This role will be responsible to**:
Conduct discovery on the feature backlog to understand benefits, technical feasibility and business/customer appetite

Work with frontline and operations teams to understand and document existing processes

Elicit business requirements from stakeholders and capture the use cases and acceptance criteria for each self-service feature

Partner with the Experience Designer to design screen flow and extract in-depth customer insights when defining requirements

Work with Product Owners and Engineers to analyse potential value, dependencies and recommend solutions

**Role Location**: 833 Collins Street, Docklands VIC 3008
**Role Type**: 12-month Fixed Term opportunity
**Schedule**: Full Time

What will you bring?

To grow and be successful in the role, you will ideally bring the following:
Excellent analytical, strategic and conceptual thinking skills
Ability to solve complex problems using a range of techniques
Ability to identify MVP through planning, organising, modelling and prioritising requirements with stakeholders
Ability to adopt a functional decomposition approach to analysis using an extensive range innovative elicitation methods and techniques
Strong communication skills, both written and oral, to communicate business analysis outcomes
Ability to facilitate workshops with stakeholder groups
Ability to define and articulate business and customer needs and drivers to inform decision making, assess and design solution outcomes and identify capability gaps
Ability to plan, estimate and manage analysis work
Ability to facilitate ceremonies and drive outcomes including experience in Agile ways of working and tools (i.e. Confluence, JIRA)
Knowledge of digital channels (App/IB/IB4B) and Retail/Commercial businessA teamplayer -You recognise and value the different perspectives and skills. It is not about being a hero but jumping in and contributing to the successful delivery of our mission

The customer’s biggest fan - You demonstrate a thirst for better understanding the customer and define the problem and develop solutions through their eyes

A collaboration champion
- You work closely with colleagues to ensure alignment and champion the sharing of learning across teams

Comfortable being uncomfortable
- You are comfortable with uncertainty and have the ability to effectively manage yourself through ambiguity by finding meaning, building relationships and creating clarity with my peers

Committed to your own and other’s growth - You strive to stretch and grow yourself and others by identifying development areas, seeking feedback and providing feedback to others to help them learn and grow everyday

A problem solver - You are energised by tackling complex problems. You use critical thinking, network, skills, knowledge, and available data to drive better outcomes for our customers and the bank

Risk savvy - You build sustainable solutions that protect stakeholders and customers and proactively address risks by role-modelling improvements in the bank’s overall risk and control environment.

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.

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 communit