Head of Member Experience

2 weeks ago

Melbourne, Australia ANZ Banking Group Full time

**Req ID**: 82856
**Department**: R&P Superannuation
**Division**: Talent & Culture
**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 Head of Member Experience, you are responsible for developing and implementing strategies to deliver a superior member experience to ANZSS members aligned with the fund’s vision, values and purpose. You are to shape the long-term financial well-being of members, optimizing acquisitions, retention and member satisfaction.
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, Full time (40 hours per week)
**Role Location**: Melbourne
What will your day look like?
**As the Head of Member Experience, you will be accountable for**:
Developing and implementing the member engagement strategy for ANZSS for accumulation and retirement members
Utilising member data and insights to inform decision-making, improve experiences, and guide enhancements to services, communications, and products
Enhancing and leading delivery of ANZSS’s Retirement Income Covenant obligations
Developing strategies to maximise inflows and member retention
Conducting member journey mapping, identify high impact processes and implement solutions to improve member satisfaction and reduce friction in the member experience
Managing key stakeholders responsible for delivering services to members
Managing the insurance arrangements and product development
What will you bring?
To grow and be successful in this role, you will ideally bring the following:
Genuine commitment to superior member outcomes, demonstrated through a track record of developing and delivering impactful initiatives
Advanced stakeholder management and communication skills, with a strong ability to influence
Ability to explore member needs and derive actionable insights from multiple data sources
Experience delivering in a complex, highly regulated environment
Proven ability to develop commercial business cases with measurable outcomes
Ability to balance member satisfaction and risk
Strong business acumen with the ability to deliver in a changing environment, and excellent interpersonal skills for building relationships across the organization
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
13/12/2024, 11.59pm, (Melbourne Australia)

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