Journey Expert

**Req ID**: 69021
**Department**: AR Everyday Banking Deposits & Payments
**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 a Journey Expert - Onboarding in our Everyday Banking team, you'll play a key role in helping the Onboarding Lead and Onboarding Journey Experts in shaping and executing the onboarding strategy for our EDB customers and setting the tone for the way in which they will engage with their product. You will seamlessly onboard customers, guide them through their account set up and establish positive early tenure behaviour.
Everyday banking meets the daily banking needs for millions of Australians, helping them to pay, save, borrow, and protect what matters to them.
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 Location**: 833 Collins Street, Docklands VIC 3008
**Role Type**: Full time role, 12 Months Fixed Term contract
What will your day look like?
**The role is also responsible for**:
Support in the definition of processes and technology needed to make the onboarding and set up process as frictionless as possible and working to help execute the ideal best in class onboarding experience
Supporting in developing the conditions where customers set their ANZ product to front of wallet by enabling instant provisioning to their mobile wallet as soon as the account is approved (allowing them to spend prior to receiving the physical plastic and creating a point of surprise and delight). Then incentivising use of their digital card to set the behaviour
Utilizing historical customer data, define a view of the key traits and behaviours of an engaged customer across our EDB products. Create a series of triggers and business rules to interact with our customers in their early tenure to encourage and incentivise setting those "high engagement" behaviours early to ensure ongoing front of wallet behaviour
Having experience in data insights, campaign development and change and commercialisation will be highly welcomed, as you will play an important role in collaborating with our value chain partners including Digital, Marketing, Data, Technology, Finance, Legal, and Risk and ensuring close alignment and support to deliver on our objectives.
What will you bring?
To grow and be successful in this role, you will ideally bring the following:
Customer centricity and keeping customers in the heart of everything that we do
Experience in retail lending or deposit products
Experience in customer engagement, retention, loyalty or partnerships
Experience in complex program delivery across large-scale programs of work in a complex environment
Commercial acumen, experience working closely with operations, risk, finance and legal
Demonstrated experience working closely with senior stakeholders both internally and externally (boards and regulators)
Effective communicator, effectively resolve issues, and remove barriers to success
Financial services and banking experience
Adept at fostering a collaborative and high-performing team environment and leading, motivating and developing team members
Proficiency in effectively prioritising and allocating people and resources based on project priorities and strategic objectives
Proven expertise in managing program budgets, tracking expenses, analysing P&L statements and identifying cost-efficiency opportunities
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.