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Customer Experience Innovator

2 months ago

Docklands, Victoria, Australia ANZ Full time

About Us

At ANZ, we're shaping a world where people and communities thrive, driven by a common goal: to improve the financial wellbeing and sustainability of our millions of customers.

About the Role

As a Journey Expert – Propositions and Innovation, your role is to focus on defining and developing impactful propositions that unlock new revenue streams through innovation for great customer experiences across the Everyday Banking portfolio.

Everyday Banking meets the daily banking needs for millions of Australians, helping them to pay, save, borrow, and protect what matters to them.

Key Responsibilities

  • Identify, shape, and deliver customer solutions in line with the business strategy to drive more engagement across the customer lifecycle, improving competitiveness and ultimately improving business performance.
  • Evaluate the merits of new ideas to improve the propositions that ANZ Everyday Banking offers customers.
  • Influence the execution and launch of new customer propositions to ensure intended customer outcomes are met.
  • Evolve and nurture the Innovation and Proposition process with a continuous focus on improvement, iterating to influence adoption by the Everyday Banking portfolio and related teams.
  • Develop journey maps that capture end-to-end CX, including pain points and jobs to be done with a strong focus on identifying opportunities to improve.

Requirements

  • Candidate must be customer-obsessed, empathizing with our customers, identifying and being the champion for driving customer benefits and identifying clear customer needs for customer view in end-to-end proposition development.
  • Commercial acumen, demonstrated by the ability to use internal data to understand how portfolios and products work, and what are ANZ's financial levers and drivers of revenue and cost – to maximize productivity and competitive advantage and optimize financial return.
  • Proposition Development: Ability to lead proposition (innovation) development end to end will be a huge asset for this role. Translating research, data, and customer insights into a customer promise that is valuable to our customers including service, communication, and product experiences, resulting in better customer and commercial outcomes.
  • Growth mindset: You have a continuous improvement and innovative mindset that values shared learning to enable all to reach higher levels of performance and effectiveness.

What You'll Bring

  • Discovery & Insights: Ability to lead growth across market intelligence, portfolio economics, business implications, and customer insights. Capturing trends and insights and analyzing into actionable implications so that we can drive innovation.
  • Opportunity Scoping: Ability to ideate, develop, and prioritize initiatives which will deliver the Everyday Banking strategy, and their respective customer and commercial outcomes.
  • Strategic Prioritization: Reviewing a range of Business Case scoped initiatives and assessing these against organizational resources to prioritize those with the greatest customer and commercial benefit.
  • CX optimization leveraging customer journey and customer life cycle mapping from the Data/Design functions including a deep understanding of customer needs and pain points.
  • Go to Market Planning: Ability to influence specific choices and course of action developed by Marketing and Go to Market teams that drive desired business and customer outcomes.

Why Join Us

At ANZ, you'll be part of an organization where the different backgrounds, perspectives, and life experiences of our people are celebrated. We welcome applications from everyone and encourage you to talk to us about any adjustments you may require to our recruitment process or the role itself.

We're committed to building a workplace that reflects the diversity of the communities we serve. If you are a candidate with a disability or access requirement, let us know how we can provide you with additional support.

To find out more about working at ANZ, visit our website.