Journey Expert

**Req ID**: 77088
**Department**: AR Everyday Banking Lifecycle Management
**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
As a Journey Expert - Customer Experience in our Everyday Banking team, you’ll play a key role in helping optimise and streamline the end-to-end experiences of our customers. You will focus on designing, improving, and aligning both customer and service journeys to ensure seamless, efficient, and satisfying interactions across all touchpoints for the Everyday Banking portfolio.
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**: 12 Months Fixed Term contract
**Role Location**: 833 Collins Street, Docklands VIC 3008
**Work Hours**: Full time
What will your day look like?
Everyday banking meets the daily banking needs for millions of Australians, helping them to pay, save, borrow, and protect what matters to them. As a Journey Expert - Customer Experience you will be responsible for:
**Customer Journey Mapping**: Lead the design and refinement of customer journeys, identifying key moments of truth and pain points with a strong focus on identifying opportunities to improve
**Service Journey Optimisation**: Map and improve internal service processes to ensure smooth delivery and support of customer facing initiatives
**Cross Functional Collaboration**: Work closely with product, customer engagement, operations and technology teams to ensure a unified approach to customer and service journey improvements
**Customer Insights**: Utlise data, customer feedback and research to inform and iterate on journey improvements
**Process improvement**: Identify bottlenecks in both customer and service journeys and recommend solutions to streamline and enhance the overall experience
**Solution design**: Develop strategies that align customer needs with business goals, ensuring a balance between excellent customer service and operational efficiency
Influencing the execution and launch of new customer propositions to ensure intended customer and business outcomes are met
What will you bring?
To grow and be successful in this role, you will ideally bring the following:
**Service design**: Proven experience in mapping and improving service journeys to enhance operational efficiency
**Customer obsessed**: You wake up every day thinking about how we can create great customer experiences by empathizing with customer pain points and needs. You have a strong understanding of customer experience (CX) principles and methodologies
**Commerciality**: You are commercial, 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 optimise financial return
**Proposition Development**: Ability to support 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 results 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
**Discovery & Insights**: Ability to leverage market intelligence, portfolio economics, customer complaints and insight data to influence innovation design
**Collaboration**: Excellent communication and stakeholder management skills, with the ability to work across departments to influence positive change
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.
So 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.
But it's not just our customers who'll feel your impact. you'll feel it too. Because 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'. We also provide a range of benefits including access to health and wellbeing services and discounts on selected products and services from ANZ and more.
Job Posting End Date
06/10/2024, 11.59pm, (Melbourne Australia)