Nps Program Lead

**Req ID**: 84235
**Department**: AR FWR
**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
As an NPS Program Lead in our Customer Insights & Outcomes team, you’ll play a key role in helping to lead, shape and share customer feedback and research at ANZ.
This role is responsible for management and oversight of ANZ’s Voice of Customer survey program (NPS) and the team who operate it. This includes overseeing day to day operations, including liaising with upstream data and campaign stakeholders to trouble-shoot issues or changes, as well as providing strategic direction on the future of the program, providing expertise to inform the evolution of the surveys to meet business needs, and maintaining appropriate ongoing governance.
It is a key role in demonstrating our commitment to customers by listening to them and ensuring our products and services meet their expectations, supporting our frontline performance and quality, and providing metrics and insights to contribute to strategic decisions that improve customer outcomes.
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
**Role Location**: 839 Collins Street, Docklands VIC
What will your day look like?
As the Lead/Product Owner for one of the largest NPS programs in Australia, you will manage and be accountable for:
**NPS Strategy**: Setting the overall strategy and direction of ANZ’s Customer feedback program (NPS), supporting the Australian Retail, Commercial, New Zealand and ANZ Plus businesses
**End-to-end delivery**: Running the ongoing delivery of the customer feedback program, managing a team of six technical specialist charged with the build, maintenance, data integration and dashboard configuration on Qualtrics
**Expertise & Influence**: Provide thought leadership on running an effective, efficient and valuable customer feedback program, and championing the use of NPS across ANZ as a vital insight and measurement source
**Governance & oversight**: Managing the governance of the customer feedback program, ensuring risk is well managed, regulatory obligations are met, and platform oversight is robust and documented
**Relationship management**: Nurturing the relationship with our software provider, Qualtrics, and maintaining excellent stakeholder relationships with teams that use and help deliver customer feedback surveys across ANZ
What will you bring?
To grow and be successful in this role, you will ideally bring the following:
You bring extensive years of experience in customer insights, research and analytics, preferably within financial services
Strong knowledge of research design methodology across internal/external NPS, customer surveys and strategic NPS
A passion for using insights to drive good customer outcomes
Proven ability to build a compelling data-driven narrative and ability to influence priorities and action
Strong leadership and communication, with the ability to work across teams and levels
Experience working with diverse set of stakeholders such design, tech, legal and data science
Strategic thinker and problem solver
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
27/01/2025, 11.59pm, (Melbourne Australia)