Customer Experience Manager

5 days ago

Melbourne, Australia Australia and New Zealand Banking Group Limited (ANZ) Full time

Customer Experience Manager

Customer Experience Manager

Req ID: Department: Business Proposition and Marketing Cluster 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 Customer Experience Manager in our ANZ Home Loans Portfolio, you’ll play a key role in helping shape and improve the End-to-End customer experience for ANZ Home Loan customers and ensure moments of delight and satisfaction throughout the customer lifecycle. This role is responsible for ensuring that the teams, personnel and organisational changes required to ensure high levels of customer satisfaction are identified, engaged and changes are implemented with precision and timeliness.

The Customer Experience Manager is responsible for developing and execution of improvements to the end-to-end customer experience and tracking their performance. Working with the Customer Experience Lead and Continuous Experience manager, this role will map, understand and strategise around improvements to the customer experience. 

This role will also work closely with our data teams to significantly uplift our behavioural analytical capability related to the end-to-end customer lifecycle. They will ensure that we have the appropriate information to measure and track improvements made to the overall customer experience, informed by customer data and research - drawing on Voice of the Customer, surveys, external benchmarking etc.

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.

What will your day look like?

As a Customer Experience Manager, you will:

End-to-end customer journey mapping.  Identifying improvements to the Home Loan customer experience and developing them with end-to-end value chain participants and/or directly executing on them  Bringing in external industry insights (both within Australian banking and in parallel industries) around customer experiences, to frame management thinking  A tireless advocate for our customers and improving their experiences, existing and potential  Compile, synthesise and monitor relevant data sources (e.g. NPS, complaints, external research) to generate customer insights and competitive benchmarking. Transform these insights into actionable improvements in the ANZ customer experience  Work with Home Loans Marketing to oversee Home Loans externally facing customer content i.e. ANZ.com, the ANZ app, Internet Banking and personalised marketing collateral and look for opportunities to develop and improve  Deliver changes to customer experience in a well-managed fashion, removing risk were possible and with a bias to automation and system-based controls

Role Location: Collins Street, Docklands VIC 
Role Type: Permanent, Fulltime role

What will you bring?

To grow and be successful in this role, you will ideally bring the following:

Experience designing and delivering customer propositions  Experience in a Home Loan business (or similar)  Experience in designing or executing on omni-channel customer journeys  Understanding of the end-to-end customer home buying journey  A proven history as a customer champion, who puts customers at the centre of all journeys  Experience with marketing comms would be advantageous but not mandatory  Experience in leading a diverse group of stakeholders and rallying them towards a common goal Experience in preparing reports, packs for Leadership team members Experience with data or developing reporting would be advantageous but not mandatory


You’re not expected to have % 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.

At ANZ, you'll be part of an organisation where the different backgrounds, perspectives and life experiences of our people are celebrated. That's because We're committed to building a workplace that reflects the diversity of the communities we serve. We welcome applications from everyone and encourage you to talk to us about any adjustments you may require to our recruitment process or the role itself. If you are a candidate with a disability or access requirement, let us know how we can provide you with additional support.

Application closing date: 5 July

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