Product Journey Expert

**Req ID**: 43223

**Department**: AR Deposits

**Division**: Australia Retail

**Location**: Melbourne
About the role

The purpose of the Deposits Tribe is to provide products that are simple, easy-to-use and enable our customers to bank with confidence. We achieve this through the design, manufacture and management of a simple range of savings & transaction products to bring the customer proposition to life for our Retail & Business customers. The ANZ Deposits Tribe is known for its great culture of collaboration, delivery, high performance and fun, supported by an approachable and inspiring leadership team. In joining this Tribe, you will be working with a group of highly engaged, diverse and interesting people.

As a Product Journey Expert in our Deposits Run and Improve squad, your mission will be to deliver on our 'well-managed' activities, improve customer experience through the support of our products and to improve ANZ systems and processes to improve our customers financial health. You will complete analysis, then support the product and change management delivery of these fixes across systems, products, and channels.

You will bring your skills to support a wide range of work activities such as customer needs discovery, root-cause analysis, product and risk management, business analysis, problem resolution, process improvement, change and delivery management. Your role will include documenting business requirements, collaborating with stakeholders, operational teams, technology partners and change teams to understand the end-to-end initiative and support the change through to implementation.

What will your day look like?
You will be working in a squad where you will be required to support our bankers and customers by using your analysis skills to work collaboratively with various ANZ businesses to understand business processes, systems and complete gap analysis, leveraging your product and/or operational process knowledge and where required make improvements
You will capture business requirements, conduct impact and risk assessments and support any co-ordination internally of change impacts.
You will be working on Well-Managed activities by actioning various Exception and Forensic Reporting as well as reconciling invoices which will draw on you ability to follow defined procedures and action them within agreed timeframes.
You will be required to provide analysis of customer complaints on a regular basis, in which you will use your analytical mindset to identify potential problem areas for investigation and improvement. You will raise and manage these problems with stakeholders and management as required via the various forums and channels available to you.
You will collaborate with a wide range of stakeholders to ensure business and customer impacts have been considered, documented and communicated widely, and bring your problem-solving and analytical mindset to help.
You will work to ensure an initiative meets all internal project delivery and change governance requirements.
You will support and organise change and implementation activities to ensure all impacted teams and roles are trained, equipped and ready to absorb and manage the change.
You will support the business testing strategy and plans and co-ordinate/execute on these. This includes documenting, executing and governance of testing including UAT, BVT, systems and SIT testing.

You will also be a part of the Product Chapter in the Deposits Tribe and use your experience to support initiatives that deliver on the end-to-end product / change management capability of the Tribe and support innovation and process improvement opportunities for the Chapter.

**Role Location**: 833 Collins Street, Docklands VIC 3008

**Role Type**: Permanent, Full-time

Who are you?
A team player - You know we only win if we all win. You recognise and value the different perspectives and skills your colleagues bring. It is not about being a hero but jumping in and contributing to the successful delivery of the team's mission
The customer's biggest fan - You demonstrate a thirst for better understanding the customer and define the problem and develop solutions through their eyes
A collaboration champion - You work closely with your colleagues to ensure alignment and champion the sharing of learning across teams
Comfortable being uncomfortable - You are comfortable with uncertainty and have the ability to effectively manage yourself through ambiguity and change
Continuous improvement junkie - You constructively challenge the status quo, look for better ways to do things and passionately advocate continuous improvement
Committed to your own and others' growth - You strive to stretch and grow yourself and others by identifying your own development areas, seeking feedback and providing feedback to others to help them learn and grow everyday
A problem solver - You are energised by tackling complex problems and use critical thinking, your network, skills,