Journey Expert

**Req ID**: 75696
**Department**: AR Everyday Banking Lifecycle Management
**Division**: Australia Retail
**Location**: Docklands
- 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 - Propositions and Innovation, your role is to focus on defining and developing impactful propositions that unlock new revenue streams through innovation for great customer experiences across the Everyday Banking portfolio.
Everyday banking meets the daily banking needs for millions of Australians, helping them to pay, save, borrow, and protect what matters to them.
**Role Location**: 833 Collins Street, Docklands VIC 3008
**Role Type**: Permanent
**Work Schedule**: Full Time
What will your day look like?
As a Journey Expert - Propositions and Innovation, you will be responsible for:
Identifying, shaping and delivering customer solutions in line with the business strategy, to drive more engagement across the customer lifecycle, improve competitiveness and ultimately improve business performance.
Evaluating the merits of new ideas to improve the propositions that ANZ Everyday Banking offer customers.
Influencing the execution and launch of new customer propositions to ensure intended customer outcomes are met.
Evolve and nurture the Innovation and Proposition process with a continuous focus on improvement, iterating to influence adoption by the Everyday Banking portfolio and related teams
Developing journey maps that capture end to end CX, including pain points and jobs to be done with a strong focus on identifying opportunities to improve.
What will you bring?
To grow and be successful in the role, you will ideally bring the following:
**Customer obsessed**: You wake up every day thinking about how we can create great customer experiences by empathizing with our customers and being the champion for driving customer benefits and identifying clear customer needs for customer view in end-to-end proposition development.
**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 lead 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 is valuable to our customers including service, communication and product experiences, resulting in better customer and commercial outcomes. Deep expertise across the four phases: immerse, synthesise, generate and define will be key, working with cross functional teams to define business case, DVF and launch to market. Portfolio and Proposition Development strategy includes offer development, management and implementation utilising commercial acumen and active consumer insights / analytics to drive growth.
- **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 lead growth across market intelligence, portfolio economics, business implications and customer insights. Capturing trends and insights analysing into actionable implications so that we can drive partner innovation.
**Opportunity Scoping**: Ability to ideate, develop and prioritise initiatives which will deliver the Everyday Banking strategy, and their respective customer and commercial outcomes. This consists of opportunity ideation, early idea assessment and the development of opportunity summaries along with customer data analysis, research and insight generation
**Strategic Prioritisation**: Reviews a range of Business Case scoped initiatives and assessing these against organisational resources to prioritise those with the greatest customer and commercial benefit. Consists of the review of initiatives and prioritisation based on overall desirability, feasibility and viability and readiness to launch.
CX optimisation leveraging customer journey and customer life cycle mapping from the Data/Design functions including a deep understanding of customer needs and pain points.
**Go to Market Planning**: Ability to influence specific choices and course of action developed by Marketing and Go to Market teams that drive desired business and customer outcomes.
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