Home Loan Customer Experience Manager

7 days ago


Melbourne, Victoria, Australia ANZ Full time

About Us

Role Overview

We are 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.

The Home Loans customer lifecycle experience is critical to our success. This role is responsible for developing and continuously enhancing our customer propositions to ensure they remain competitive and market-leading.

This includes defining and executing strategies to engage home loan customers throughout their entire home loan journey. From onboarding to living with their loan, to paying it off & onto their next need, this role will focus on creating a customer-centric, cohesive and personalised experience across all touchpoints.

Timely, tailored messages delivered through the most effective channels at the right time will help guide, support and deepen our relationship with our customers.

What We're Looking For

To grow and be successful in this role, you will ideally bring:

  • Demonstrable experience designing and delivering customer propositions in a Home Loans business.
  • Demonstrable experience in designing and executing on omni-channel customer journeys.
  • Proven ability to execute compelling tactical campaigns to drive to defined business objectives.
  • Proven understanding of the end-to-end customer home buying journey.
  • Extensive experience in governing customer and banker change across a value chain.
  • Proven history as a customer champion, who puts customers at the centre of all journeys.

You're not expected to have 100% of these skills. At ANZ, a growth mindset is at the heart of our culture, so if you have most of these things in your toolbox, we'd love to hear from you.



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