Coach Proposition Lead

3 weeks ago


Melbourne, Australia ANZ Banking Group Full time

**Req ID**: 41686

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

**Division**: Australia Retail

**Location**: Melbourne
About the role

Coach is a differentiated front line that provides education, support and coaching to our ANZ Plus Customers, to help them make the most of our ANZ Plus app features and improve their financial wellbeing.

The Coach Proposition Lead role exists to forge the pathway into the future for the Coach role. You will act as the SME/first port of call interlocking with Capability, Store and Quality to design and develop Coach/customer propositions.

The key objective of the role is to create and deliver a Coach vision that improves the overall Digital and Financial Well-being (FWB) literacy/usage of our customers.

What will your day look like

Develop and execute the Coach strategy, feature delivery and roadmap and to deliver the short, mid and long term vision for the role, for existing and emerging value streams (e.g., Buy & Own a Home)

Design, iterate and execute Financial Wellbeing (FWB) activities, campaigns, tracking, reporting and insights with customer value in mind, analysing opportunities using human centred design

Develop and deliver executive communication, reporting and insights relating to coach value and metrics, including board presentations and design group papers

Hands on delivery/execution of key features working closely with multiple stakeholder groups, ultimately driving the value of coach within ANZ Plus

Proactively advocate for the role of coach, contributing to customer journey and feature design to ensure clarity of the coach proposition and program success

What will you bring?

A strong experimental mindset to validate key hypotheses that will steer the proposition into the future in an agile manner

Formal coaching qualification or background

An absolute passion for Financial Wellbeing and desire to engage customers in ‘moments that matter’

Ability to lead and influence work through others, ability to influence across diverse teams and stakeholders

Ability to confidently distil opinions, data and information to inform decisions for Coach proposition

Great conceptual thinker with deep understanding of Customer Experience (CX) principles, frameworks and methodologies

Understand trends and how they influence customer behaviour and drive opportunities, assess ‘like’-competitor offerings, and seek opportunities to differentiate

A problem solver - you are energised by tackling complex problems and use critical thinking, your network, skills, knowledge and available data to drive better outcomes - for the customer and commercially

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

21/06/2023, 11.59pm, (Melbourne Australia)



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