Customer Experience Manager

2 weeks ago

Bondi Junction, New South Wales, Australia ANZ Full time

About ANZ, we're shaping a world where people and communities thrive. Our vision is to improve the financial wellbeing and sustainability of our millions of customers.

Job Overview

We are seeking a highly skilled Customer Experience Manager to join our Retail Banking team. As a key member of our team, you will play a vital role in helping to provide customers with a seamless banking experience. This includes meeting each customer's end-to-end financial needs and goals across transaction activities, needs-based conversations, and educating them on digital solutions.

You will be part of a collaborative team and act as a role model and peer coach to deliver the best possible customer experience. Your responsibilities will include contributing to a significant uplift in customer engagement and advocacy, creating real customer value, actively participating in and supporting bank programs and initiatives, taking responsibility for 'knowing your customer' from a risk perspective, and ensuring compliance with ANZ and branch policies and procedures.

In this role, you will have the opportunity to make a meaningful impact on our customers' lives. You will be passionate about delivering on our Customer Promises to ensure customers leave the branch as strong advocates of ANZ.

Key Responsibilities
  • Provide exceptional customer service and support to meet individual customer needs and goals.
  • Contribute to a collaborative team environment, acting as a role model and peer coach to deliver outstanding customer experiences.
  • Participate in and support bank programs and initiatives to drive customer engagement and advocacy.
  • Maintain a high level of knowledge on ANZ products and services, as well as industry trends and developments.
  • Ensure compliance with ANZ and branch policies and procedures, adhering to regulatory requirements and internal controls.
Requirements

To succeed in this role, you will need to possess:

  • A proven track record of delivering exceptional customer experiences in a retail banking environment.
  • Excellent communication and interpersonal skills, with the ability to build strong relationships with customers, colleagues, and stakeholders.
  • Ability to multi-task and work effectively in a fast-paced, dynamic environment.
  • A willingness to adapt to changing circumstances and priorities, while maintaining a focus on delivering outstanding customer experiences.
  • Sound understanding of compliance and regulatory requirements, with the ability to apply this knowledge in a practical context.
What We Offer

We offer a competitive salary range of $65,000 - $85,000 per annum, depending on experience. Additionally, you will receive a range of benefits, including access to health and wellbeing services, discounts on selected products and services from ANZ, and opportunities for professional development and growth within the organization.

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