Initiative Lead

**Req ID**: 85810
**Department**: AR Governance and Operation Excellence
**Division**: Australia Retail
**Location**: Melbourne
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
Our vision is to shape a world where we help communities and people thrive across Australia, while helping Aussies improve their financial wellbeing. The way we do this through our retail channels is evolving and we need to transform the way we assist our customers to provide experiences the expect when we engage with and distribute products and services to them.
We are undergoing a broader Customer Contact transformation across the enterprise which requires a senior Customer Contact AI Lead to be responsible for the enterprise-wide initiative across New Zealand, Australia Retail, Commercial, Institutional and Group Services. You will collaborate with a multidisciplinary team to define and deliver design solutions across a wide array of user interfaces. You will work within an Agile team, supported by a chapter of like-minded experience designers. Here, your focus will be on crafting digital experiences powered by cutting-edge technologies. you will help shape the future of digital products, from conversational interfaces to advanced visual designs, driving forward our digital AI roadmap and maximising customer NPS and business benefits. This is a newly formed role and initiative, so the successful applicant must be able to tolerate a high level of ambiguity, while solving for and shaping up the initiative, with the goal of providing a robust level of clarity to stakeholders. This is highly visible role, with diverse responsibilities, and will influence across the enterprise, championing the power of operating as a collective, rather than as individual businesses.
Success will be determined by creating happier customers, who stay longer, creating deeper relationships. It also includes achieving our financial targets, growth (MFI%), customer satisfaction (e.g., NPS, CEI), EX and market share
Banking is changing and we’re changing with it, giving our people great opportunities to try new things, learn and grow. Whatever your role at ANZ, you’ll be building your future, while helping to build ours.
**Role Type**: Permanent
**Role Location**: Melbourne, Sydney, or Brisbane
**Work Hours**: Full-time
What will your day look like?
**Key Responsibilities**:
Develop and execute the AI strategy for customer contact centres, aligning with the overall business objectives.
Lead the design and implementation of AI-driven solutions to improve customer interactions and service delivery.
Collaborate with the GM Customer Strategy & Transformation and other senior leaders to integrate AI initiatives across the enterprise.
Identify and prioritize AI use cases that deliver significant value and drive business growth. Create, socialise and implement AI roadmap, from early Proof of Concept (POC) stages to mature operational products.
Oversee the implementation of AI use cases, ensuring they meet the highest standards of accuracy and reliability.
Foster a culture of innovation and continuous improvement within across the Enterprise Customer Contact team.
Monitor and evaluate the performance of AI solutions, making data-driven adjustments as needed.
Represent the voice of the customer in all AI initiatives, ensuring solutions are customer-centric and deliver exceptional experiences.
Coordinate with technology and business units to ensure seamless implementation and integration of AI solutions.
Provide thought leadership and evangelize AI capabilities within the organization
What will you bring?
To grow and be successful in this role, you will ideally bring the following:
Previous experience in creating, leading, scoping and developing plans Artificial Intelligence in a large organisation with proven outcomes at scale.
Previous experience working within scaled agile delivery and expertise in program and change execution
Experience working within a frontline operation at scale
Deep understanding of customer contact (customer care and direct to consumer marketing) including operations, technology, people and process.
Experience in transformation or program management practices
Experience in executing business change including key stakeholder management along the journey
Proven analytical skills and data-driven decision making
Strong commercial acumen and deep experience in business casing
Practical agile delivery experience, practices and experience optimising ways of working.
Developed mechanisms to track performance and value realisation on investment
Identify, monitor and manage risks, issues and dependencies, agreeing appropriate risk responses
Navigated a path and bring others on the journey in complex and ambiguous environments
Experience in customer facing feature delivery for customer contact
A pragmatic