Analyst, Self Service Adoption

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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.

As part of the Self-Service Adoption tribe within Customer Engagement, you will play a significant role in delivering features in the ANZ App and Internet Banking to drive adoption of digital self-service ways of banking with our customers and bankers to support our strategy.

As an Analyst you will deeply understand the business environment to refine feature requirements and increase the quality and efficiency of the solutions being delivered to customers. You will translate business problems into user stories and acceptance criteria, getting to the heart of customer needs.

In this role, you will assist with multiple streams of work by playing a key role in documenting existing processes, understanding customer needs and self-service trends in digital banking, quantifying benefits and delivering new customer capability in the ANZ App and Internet Banking in partnership with CDX squads.

This role will be responsible to: 

• Conduct discovery on the feature backlog to understand benefits, technical feasibility and business/customer appetite 

• Work with frontline and operations teams to understand and document existing processes 

• Elicit business requirements from stakeholders and capture the use cases and acceptance criteria for each self-service feature

• Partner with the Experience Designer to design screen flow and extract in-depth customer insights when defining requirements

• Work with Product Owners and Engineers to analyse potential value, dependencies and recommend solutions

Role Location: 833 Collins Street, Docklands VIC 3008
Role Type: 12-month Fixed Term opportunity
Schedule: Full Time 

What will you bring?

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

• Excellent analytical, strategic and conceptual thinking skills 
• Ability to solve complex problems using a range of techniques 
• Ability to identify MVP through planning, organising, modelling and prioritising requirements with stakeholders 
• Ability to adopt a functional decomposition approach to analysis using an extensive range innovative elicitation methods and techniques 
• Strong communication skills, both written and oral, to communicate business analysis outcomes 
• Ability to facilitate workshops with stakeholder groups
• Ability to define and articulate business and customer needs and drivers to inform decision making, assess and design solution outcomes and identify capability gaps
• Ability to plan, estimate and manage analysis work 
• Ability to facilitate ceremonies and drive outcomes including experience in Agile ways of working and tools (i.e. Confluence, JIRA)
• Knowledge of digital channels (App/IB/IB4B) and Retail/Commercial business

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• A teamplayer –You recognise and value the different perspectives and skills. It is not about being a hero but jumping in and contributing to the successful delivery of our 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 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 by finding meaning, building relationships and creating clarity with my peers

• Committed to your own and other’s growth – You strive to stretch and grow yourself and others by identifying 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. You use critical thinking, network, skills, knowledge, and available data to drive better outcomes for our customers and the bank

• Risk savvy – You build sustainable solutions that protect stakeholders and customers and proactively address risks by role-modelling improvements in the bank’s overall risk and control environment.

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.

Why join us?

There’s something special about being part of ANZ.  From the moment you join us, you’re part of a team working towards a common goal: improving the financial wellbeing and sustainability of our millions of customers.

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 and community you need to take the next big step in your career, towards even bigger things in the future.

We offer a range of benefits tailored to the countries in which we operate including Health and Wellbeing programs and flexible working arrangements.

You’ll also enjoy working in a diverse and inclusive workplace where the different backgrounds, perspectives and life experiences of our people are celebrated. We 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, let us know how we can provide you with additional support.

To find out more about working at ANZ or to view other opportunities visit www.careers.anz.com. You may apply for this role by visiting ANZ Careers and searching for reference number62025

Job Posting End Date

 10/04/2024, 11.59pm, (Melbourne Australia)