Journey Expert

**Req ID**: 40148

**Department**: AR ANZx Digital Portfolio

**Division**: Australia Retail

**Location**: Melbourne
About the Role

At ANZ our purpose is to shape a world where people and communities thrive. We’re making this happen by improving our customers’ financial wellbeing so they can achieve incredible things - be it buying their home, building a business or saving for things big or small. To achieve this, we need a talented Journey Expert to join our team

The Business Platform Services Tribe drives the delivery of exceptional digital business services that power and enable our customers, bankers and partners to self-serve for simpler banking. Our Tribe mission is to provide reliable, reusable and secure digital platform services that enable easier banking for our customers, bankers and partners.

As a Journey Expert, your role is to optimise end-to-end customer journeys and improve the customer experience by devising innovative solutions, services, products or propositions in line with the bank’s governance and risk requirements. This is an intermediate role within our team, however you should already have some experience in a Business Analyst role or similar.

The Journey Expert role is very broad and diverse; however we are primarily looking for experience in Business Analysis. Depending on the area/squad you are working in, your role could also be involved in a combination of the below:

- Business Analysis - Translating business requirements into solutions by understanding needs, feasibility, and impact. [Insert accountability
- Change Management - Preparing, equipping and supporting people to successfully adopt change to drive organisational outcomes
- Solution Design - Designing technical and non-technical solutions to resolve a problem or meet a customer need
- Business Process Re-engineering - The redesign of core business processes to achieve dramatic improvements in productivity, cycle times and quality
- Researching - Undertaking qualitative, quantitative and desktop research to uncover actionable insights that can improve solutions and identify new opportunities
- Communications - Using a variety of media, channels and strategies to convey meaning and ideas to inform, educate or drive action. While we all communicate on a daily basis, this Type of Work specifically applies where you are designing and executing communication plans and activities
- Strategy Development - Creating a purpose, mission and/or plan to achieve long term goals and objectives. This might include strategy relating to: customers, workforce, segments, brand etc.
- Relationship Management - Building, maintaining and influencing relationships to achieve mutually beneficial outcomes

**Role Location**: 833 Collins Street, Docklands VIC 3008

**Role Type**: Permanent, Full-Time opportunity (40 hours/week)

What will you bring?

First and foremost we are looking for passionate people who are problem solvers (who put the customer at the heart of everything we do), with analytical minds that can think creatively and solve complex problems. From here you will bring;
Business analysis skills, including elicitation techniques and the ability to define requirements in complex and challenging environments
Experience defining integration requirements and a sound understanding of APIs/web services and systems integration
Proven experience working in Digital and/or Agile environments
Ability to define and articulate business and customer needs and drivers to inform decision making, assess and design solution outcomes & identify capability gaps (people, process and technological)
Ability to explore customer needs in a data-driven way, develop and implement innovative solutions, test the outcomes, and iterate
Ability to analyse current identity experiences, identify gaps and define target value propositions - ensuring both simple and secure outcomes are delivered
Identity and system audit domain knowledge, business acumen and commercial mindset to define solution designs, development standards and patterns that adhere to architecture blueprints and technology roadmaps
Ability to guide and coach the squad to follow the NWOW/Agile/Scrum principles and practices that work best for the team, helping everyone understand the theory, practices, principles and values of Agile Delivery through servant leadership
Ability to lead the coordination of design activities across Squad/s and/or Technology Areas

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?

There’s something special about being part of ANZ. From the moment you join us, you’re part of a team working towards a common goal: improving the financial wellbeing and sustainability of our millions of customers.

But it’s not just our customers who’ll feel your impact. You’ll feel it too. Because at ANZ, you’l