Head of Channel Strategy

**Req ID**: 43815

**Department**: Channel Strategy & Transformation

**Division**: Australia Retail

**Location**: Melbourne or Sydney
About the role

At ANZ our purpose is to shape a world where people and communities thrive. We’re making this happen by improving the financial wellbeing and sustainability of our customers so they can achieve incredible things
- whether they’re buying a home, building a business or saving for things big or small.

Our vision is to shape a world where we help communities and people thrive across Australia, while helping Aussies improve their financial wellbeing. Our ANZ Retail Channels have a profound impact on the way we engage with and distribute products and services to our customers and through third parties. The Head of Strategy and Experience is responsible for shaping and creating our channel vision, strategy, and roadmap, to bring us closer to reaching our overall vision. They will design our end state vision for our distribution channels, while ensuring we are linked with the ANZ Plus customer proposition.

The role will bring together work underway in across Retail Channels (including branch optimisation, self-service adoption, customer transition management etc), the work on modernising our contact centres (Voice, Chat), and the work underway in ANZx on future state for ANZ Plus, ensuring delivery of a robust transformation roadmap for both proprietary and third-party channels. You will create, formulate, and design the strategy and experience to unify our channels into a collective ecosystem, in service of ANZ achieving the overall ambition of helping shape a world where people and communities thrive (Digital, Branch, Contact Centres, Mobile Lending & Brokers). The role is designed to complement other functional areas within the business by providing a longer-term and more holistic business view on matters of Retail Distribution strategy.

This role is accountable for leading the strategic transformation of shifting ANZ retail channels towards a customer centric, digital first engagement model, with a lower CTS & CTA. As a trusted thought leader, the Head Strategy & Experience will respond to the challenges of increasing cost pressures, evolving customer behaviours, and an ever-changing competitive environment.

The Head of Channel Strategy & Experience is critical to making this happen and will be responsible for:
Leading the strategic transformation of shifting ANZ channels towards a customer centric, digital first engagement model. As a trusted thought leader, the Head Strategy & Experience will respond to the challenges of increasing cost pressures, evolving customer behaviours, and an ever-changing competitive environment.
Create and design the end state for our distribution channels, ensuring this is cogent with our ANZ plus customer proposition. This would include all channels including Contact Centre, Branch/Store, “Third Party” businesses (i.e brokers and mobile lenders)
- Develop and implement a unified and connected channel strategy to fundamentally transform the way we engage with and serves our customers across retails channels. This role makes a significant impact on transforming our cost-to-serve via driving adoption of digital service channels, digital customer engagement, and intelligent technologies by delivering superior customer experience, lower cost-to-serve, channel efficiency and improved customer inflow.
Create and deliver an integrated roadmap across Digital Sales & Service, our customer contact centre and our future physical channel distribution. Work with the ANZ Plus teams to create our future channel design inclusive of critical milestones, investment required, and value return - a multi-year channel strategy to support the transformation of the retail business
Play a critical leadership role in bringing forward and encouraging healthy debate and discussion, to test and evolve the thinking in relation to future considerations and strategic priorities.
Build models for future state channel mix, including channel profitability, cost to serve and cost to acquire
Establish a financially and customer minded culture focused on delivering outcomes related to the strategy across people, process and technology.
Exceptional stakeholder engagement across the bank on our channel strategy is expected to be substantial, recognising Retail is the “front door” for all ANZ customers
Work closely with Channel GMs, Product, Marketing and Digital partners, ANZx, and the Channel Strategy & Transformation team.
Naturally curious, you stay on the front foot of current and emerging trends

**Role Location**: This role can be based in Melbourne or Sydney.

**Role Type**: 12-months Fixed-Term Contract or 12-months Secondment Opportunity

What will you bring?

To grow and be successful in the role, you will ideally bring the following:
Expertise in strategy, digital transformation and adoption, personalisation, sales and service, cost reduction an