Customer Communications Lead

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

ANZ’s Customer Migration Program is an exciting and genuinely transformative program for ANZ. Preparing for bank-led migration is a critical enabler of Australia Retail’s future state. Migrating customers offers them access to our leading financial wellbeing tools and modern banking propositions. For us at ANZ it is also an important part of our multi-year transformation program, contributing to simplifying our business and reducing costs

The Customer Communications Lead is a key member of the Customer Readiness Stream, you will work closely with the ‘Customer Readiness Lead – Migration’ and will be responsible for planning the key customer readiness activities required to successfully migrate customers now and for future migration of customer cohorts. This role will be required to ensure the end-to-end customer experience is well planned and considers how customers are informed and engaged to minimise customer pain points and maximise engagement throughout the migration journey. You will be the

collaborator across the customer migration ecosystem, driving strong cross Divisional collaboration with teams including Financial Well-being, ANZ Plus, Customer Engagement, Communications, Personalisation and Marketing, to bring to life a best-in-class customer migration contact strategy.

Role Location: To be further discussed with the business

Role Type: Permanent, Full-Time 

What will your day look like?

Key responsibilities: 

• Developing the end-to-end customer contact strategy for migration, including robust integrated plan for Customer Communications, including digital, PR, media, marketing, aligned with internal and shareholder comms
• Developing the communications strategy for how and when we contact customers and the frequency with which we communicate. Applying a customer lens to each step of the migration journey.
• Leadership across comms stakeholders with clear accountabilities and responsibilities for outcomes
• Establishing a set of clear principles to guide the customer contact strategy that include the way we communicate, tone of voice, channel selection, frequency and the look and feel.
• Work closely with all enablement partners such as Risk and Legal to ensure we are delivering safely and providing a positive customer experience.
• Setting clear targets (e.g., Customer engagement, Customer NPS, contact centre and social media channels), and report regularly. This includes working closely with Customer Resolution to ensure there is a clear approach to track and minimize customer complaints.

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• Developing an end-to-end view of customer experience from Simplification through to Migration. Coordinating and facilitating communication elements (and other customer related activities) across customers and key stakeholders, including aligning across Divisions on existing customer engagement activities.
• Leading and influencing by leveraging best practice customer contact methodologies. Build a centre of expertise for communicating with our customers and embed across the portfolio. Ensuring results and learnings are captured, shared, and acted upon to improve the migration experience.
• Provide leadership and direction for effective delivery, monitoring and maintaining team, and individual performance ensuring cohesion

• Working closely with the Migration Test and Learn lead to ensure all activities are well planned and key risks mitigated to ensure a positive customer experience throughout migration.
• Collaborating across the migration eco-system, including Financial Well-being, ANZ Plus, Customer Engagement, Communications, Personalisation and Marketing, to create alignment on plans, outcomes, and learnings.
• Role modelling and promoting ANZ behaviours and values.  

What will you bring?

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

• Demonstrated Experience delivering multi-channel digital communication campaigns, with clear tracked success metrics
• Demonstrated experience in building customer journeys, contact strategies, preparation strategies and initiatives in a complex environment.
• Significant experience in developing large scale customer contact strategies that support customers through change.
• Curious and driven to improve customer experience, including proven experience leveraging customer data to support Customer Communications and strategies.
• Large customer transformation experience.
• Proven track record of working within complex, fast paced environments, and creating shared clarity from ambiguity. Can work within a decentralised model, providing expert advice on test and learn methodologies and impacts.
• Extensive experience in communicating and influencing senior stakeholders, including creating alignment on learnings, impacts and required changes.
• Collaborative leader with your leadership approach and working style anchored in values-driven behaviours.
• Ability to thrive under a dynamic environment with multiple streams of work 

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• Understanding of the Australia Retail business and products is advantageous.  
• Experience working on large initiatives/programs of work
• Project Management skills in planning, tracking and reporting status of project/initiatives, financial tracking, issues and risks management.·
• Analytical skills and data-driven decision making ·
• ANZ Delivery Framework and Change Management ·
• Identify, monitor and manage risks, issues and dependencies, agreeing appropriate risk responses. ·
• New Ways of Working and Agile ·
• Being passionate about mentoring, coaching and inspiring others to work and think differently ·
• Always looking for ways to do things better and being a passionate advocate of Continuous Improvement ·

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.

To find out more about working at ANZ, visit https://www.anz.com.au/careers. You can apply for this role by visiting ANZ Careers and searching for reference number 68245.