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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 driving adoption of digital and self-service ways of banking with our customers and bankers to support our strategy. This involves increasing the number of customers who are digitally active in the ANZ App and Internet Banking and promoting the use of new self-service features as they are made available to customers via these digital channels.
As a Journey Expert, you will lead and execute change activities associated with our new digital self-service features. This will involve responsibility for coordinating and supporting the design, development and delivery into frontline channels, operations and how we promote new features to customers via our go to market strategy.
In this role, you will assist with multiple streams of work by playing a key role in documenting processes, business impact assessments, non-financial risk assessments, updating collateral, developing frontline communications as well seeking and acting on banker feedback. This role will involve partnering with CDX for technology deliverables, our Retail distribution channels, business partners and Business Execution teams to execute on initiatives that encourage bankers and customers to adopt a ‘self-service first’ mindset.
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This role will be responsible for:
Leading change management and commercialisation activities for new features in the ANZ App and Internet Banking
Documenting processes, business impact assessments, non-financial risk assessments, updating collateral, developing frontline communications
Working with branch and contact centre to ensure new digital self-service functions are embedded in processes and customer conversations
Developing innovative change strategies that integrate the needs of our bankers and customers and maximise business value in relation to self-service
Assessing and utilising customer and banker feedback as drivers to inform initiatives, process design and change activities
Analysing data, gathering and collating information, including measures of success for the new digital self-service features
Partnering with a wide range of stakeholders – across Retail (branch and contact centre and Business execution) and the Digital Portfolio (feature delivery squads and release management teams) to ensure effective implementation and use of new self-service features by customers
Using consistent change practices and frameworks and mentoring junior change JEs
Thinking differently and challenging the status quo in order to drive self-Service Adoption
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:
- Extensive experience in change and/or implementation, process design, or project delivery roles
- Experience with capturing risks, conducting non-functional risk assessments (formally known as ORAs) and the product variation process
- Working knowledge and practical application of change management methodologies, including experience in Agile ways of working and tools (i.e. Confluence, JIRA)
- Strong understanding of current and prospective customer needs and expectations
- Fosters all networks and leverages an understanding of others’ behaviour to adapt influencing style and approach to effectively collaborate, build relationships & maximise impact
- Can appreciate difficult problems and enjoy getting stuck into the detail, but are able to keep an eye on the big picture to keep moving forward
- Ability to articulate the vision and get others onboard, address barriers and resolve concerns, and drive programs forward
- 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 number62024
Job Posting End Date
11/04/2024, 11.59pm, (Melbourne Australia)
