Journey Expert, Strategy

2 weeks ago

Melbourne, Australia ANZ Banking Group Full time

**Req ID**: 38499

**Department**: AR Marketing Capability

**Division**: Australia Retail

**Location**: Melbourne
About the role

As part of the Marketing function, supporting the Credit Cards and Personal Lending (CCPL) Tribe the role is responsible for:
End-to-end marketing strategy and proposition management for the Value and Rewards Credit Cards product suite, including supporting value chain partners and management of the Cards Loyalty Program and associated vendors and partners.
The team are known for their culture of collaboration, delivery, high performance and fun. In joining the team, you will be working with a group of highly engaged, diverse and interesting people.

As a Journey Expert, Strategy & Proposition Lead, you will be responsible for:
Bringing large cross functional teams together engaging across product, distribution, operations and marketing services to create great customer outcomes
Portfolio and Proposition Development strategy including offer development, management and implementation utilising commercial acumen and active priority segment consumer insights / analytics to drive growth
Priority segment CX optimisation leveraging customer journey and customer life cycle mapping from the Data/Design functions including a deep understanding of customer needs and pain points
Ensuring product-market fit with strong alignment to the divisional marketing strategy
Drive customer-centricity & competitive differentiation in product development
Product proposition development as ‘reasons to believe’ for CVPs
Product and customer experience funnel analysis and opportunity identification
Lead product and customer experience playbook creation and marketing services briefing
Oversee and execute translation of propositions into suite of consumer-facing offers including commercial benefits per offer ready for prioritisation
Delivering commercial and customer results aligned to the product KPI’s
Underpinning these accountabilities are the following success factors:
Delivery of commercial related metrics as detailed in the portfolio / product strategy
Delivery of customer related metrics as detailed in the portfolio / product strategy
Managing individual team’s Marketing budget (e.g. Credit Cards & Personal Loans marketing budgets)
Bringing market leading propositions to life in the Australian market

**Role Location**: 833 Collins St, Docklands VIC

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

What will you bring?

We know not everyone will bring all of the skills and experience, and at ANZ we are focused on people bringing a growth mindset to their approach to work. Some of the skills we are looking for are below, but don’t worry if you don’t have all of these as learning on the job is the way we work.
But back to some of the skills
- Proven leadership and coaching capability
Experience in leading teams (direct / indirect)
Great conceptual thinker and deep understanding of Customer Experience (CX) principles, frameworks and methodologies.
Significant track record in delivering well considered strategies that deliver business results.

**Business / Commercial acumen**: Track record of being able to deliver both commercial results and better customer experiences. Acts as a trusted advisor
Understands macro trends and how they are influencing customer behaviour and driving opportunities.
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.
Demonstrated skills in executive & senior stakeholder management with the ability to manage relationships & expectations within the division to Management Board level
An effective stakeholder manager - this role requires the ability the bridge the worlds of product related KPI’s with customer centric decisions and influence the GTM activity to deliver the best outcome
A customer centric mindset - demonstrating a thirst for a better understanding of the customer, defining the problem their eyes.
Actively connects outside and inside ANZ to leverage latest thinking, providing practical/relevant ideas, improvements and fit-for-purpose solutions
Identifies opportunities for improvements in outcomes, processes and systems to improve results and performance.
Marketing leadership experience
Experienced strategic marketer - Uses extensive experience in both strategic marketing, data and technology led environments.
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

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