Self-service Channel Engagement Lead

**Req ID**: 93879
**Department**: Channel Strategy & Transformation
**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
We’re on a mission to transform how our customers engage with us by making digital self-service the channel of choice. As the Self-Service Adoption Channel Engagement Lead, you will be the bridge between our digital strategy and the bankers and frontline teams who bring it to life. You’ll play a critical role in driving channel shift by leading a team to empower our people with the knowledge, tools, and confidence to guide customers towards simple, seamless digital experiences.
Reporting to the Self-Service Adoption lead, this role will be accountable for the successful delivery of initiatives and change, in relation to digital/self-service adoption into the Customer Engagement distribution business and business partners (e.g. Commercial). This will involve partnering across our digital and distribution channels to ensure our bankers experience a consistent and customer focused approach to change and communications in relation to digital/self-service adoption.
A key element of this role will be to engage with frontline leadership and Business Performance and governance teams to ensure initiatives and changes are well managed and engaging for bankers, in a way that optimises the embedding of digital/self-service.
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**: 833 Collins Street, Docklands VIC 3008
**Role Schedule**: Full Time, 40hrs/week
What will your day look like?
As a Self-Service Channel Engagement Lead, you are accountable for:
**Engage and Enable Frontline Teams**: Develop and deliver tailored engagement programs that equip bankers and frontline staff to promote and support digital self-service with customers
**Champion Change**: Act as a visible and vocal advocate for digital adoption across the organisation, building excitement and buy-in from key internal stakeholders.
**Co-Create Solutions**: Partner with branch, contact centre, and digital teams to surface feedback from the frontline to identify opportunities that remove barriers to self-service adoption.
**Design and Deploy Campaigns**: Lead channel activation initiatives that promote the right behaviours at key customer moments, using targeted messaging, training, and gamification.
**Monitor and Measure Impact**: Collaborate with analytics teams to track performance, identify gaps, and continuously refine engagement strategies to improve outcomes.
**Plan and prioritise**: Develop and maintain a cohesive roadmap / backlog that aligns with the Self-Service Adoption and channel strategy. Constantly prioritise projects to ensure strategic alignment and engage across teams to align and manage interdependencies
**Support Cultural Shift**: Foster a mindset shift towards digital-first servicing, embedding digital literacy and customer coaching into daily routines.
**Lead others**: Play a key leadership role withing Self-Service Adoption, building capability across the team and leading a team to drive the shift to digital
What will you bring?
To grow and be successful in this role, you will ideally bring the following:
Proven experience in channel management, digital adoption, customer experience, or frontline enablement within banking or a similar customer-centric industry.
Strong track record of influencing and engaging stakeholders at all levels, particularly frontline leaders and teams.
Skilled in designing and delivering change programs in a complex, regulated environment.
Deep understanding of customer behaviour and the digital banking landscape.
Data-driven and outcome-focused, with the ability to translate insights into action.
Passionate about creating better experiences for both customers and bankers
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 pro