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Journey Expert

2 months ago

Melbourne, Australia ANZ Banking Group Full time

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 focussed, driven by data and feedback.

What will your day look like

Work with the Senior Product Owner to discover, define, develop and deliver on projects and features directly affecting ANZ Plus customer service.

Deliver features to enable new capability, uplift existing capability and improve customer and ANZ Plus Coach experiences
Identify and implement process optimisations to improve the efficiency and effectiveness
Unravel requirements from (face to face, virtual workshops etc), document and manage initiatives from requirements to implementation
Gather feedback from and manage changes to drive continuous improvement and shared understanding
Collaborate with and support Engineers, Architects and Experience Designers to help them build beautiful, user centric solutions that interact with modern platforms such as Twilio and Salesforce
Ensure solutions are elegant in their simplicity. This includes ensuring alignment with other squads on end-to-end customer journeys
Work with change managers, production support team and stakeholders to communicate and embed change a nurture success.
What will you bring?

Senior Business Analysis, Product Management, Business Process Architecture skills coupled with any front line customer experience or digital transformation.

You love the people aspect of product development, are curious and thirsty for knowledge, you love ideating solutions, weighing options and testing assumptions.

Elicitation techniques (e.g. workshops) for discovery work, gather requirements, write user stories, define acceptance criteria, slice, shape and refine the backlog.

Anticipate customers needs, identify opportunities to build new features that surprise and delight

Ability to understand, design, document and refine complex systems and processes

Complex problem-solving skills; ability to frame a problem and break it down to component parts

Contribute to and participate in agile ceremonies such as ideation sessions, refinement, showcases, retrospectives.

Practical experience working in Agile/Scrum delivery we’re building out this proposition as we go so expect change and ambiguity. Expect to wear different hats

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

14/03/2023, 11.59pm, (Melbourne Australia)

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