Experience Director

1 month ago


Melbourne, Victoria, Australia Australia And New Zealand Banking Group Limited Full time
Company Overview: At ANZ, we're committed to shaping a world where people and communities thrive. Our organisation is driven by a common goal: to improve the financial wellbeing and sustainability of our millions of customers.

About the Role: As Head of Member Experience, you will be accountable for developing and implementing strategies to deliver a superior member experience to ANZSS members aligned with the fund's vision, values and purpose. You will shape the long-term financial well-being of members, optimizing acquisitions, retention and member satisfaction.

Your Responsibilities: Developing and implementing the member engagement strategy for ANZSS for accumulation and retirement members Utilising member data and insights to inform decision-making, improve experiences, and guide enhancements to services, communications, and products Leading and optimising member services and operations to ensure prompt, efficient, and high-quality member support across all channels (e.g., phone, email, website, mobile apps) Enhancing and leading delivery of ANZSS's Retirement Income Covenant obligations Developing strategies to maximise inflows and member retention Conducting member journey mapping, identify high impact processes and implement solutions to improve member satisfaction and reduce friction in the member experience Managing key stakeholders responsible for delivering services to members Managing the insurance arrangements and product development

The Ideal Candidate: To grow and be successful in this role, you will ideally bring the following: Genuine commitment to superior member outcomes, demonstrated through a track record of developing and delivering impactful initiatives Advanced stakeholder management and communication skills, with a strong ability to influence Ability to explore member needs and derive actionable insights from multiple data sources Experience delivering in a complex, highly regulated environment Proven ability to develop commercial business cases with measurable outcomes Ability to balance member satisfaction and risk Strong business acumen with the ability to deliver in a changing environment, and excellent interpersonal skills for building relationships across the organization

Why Join Us: From the moment you join ANZ, you'll be doing meaningful work that will shape a world where people and communities thrive. At ANZ, you'll have the resources, opportunities, and support you need to take the next big step in your career. We're a diverse bunch at ANZ in different roles, different locations, doing different things. That's why we have a range of flexible working arrangements, so our people can 'make work, work for them'.

Compensation and Benefits: The estimated annual salary for this position is around AU$150,000 - AU$200,000 depending on location and experience.

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