.About the roleAt 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..This role will be responsible for:Leading change management and commercialisation activities for new features in the ANZ App and Internet BankingDocumenting processes, business impact assessments, non-financial risk assessments, updating collateral, developing frontline communicationsWorking with branch and contact centre to ensure new digital self-service functions are embedded in processes and customer conversationsDeveloping innovative change strategies that integrate the needs of our bankers and customers and maximise business value in relation to self-serviceAssessing and utilising customer and banker feedback as drivers to inform initiatives, process design and change activitiesAnalysing data, gathering and collating information, including measures of success for the new digital self-service featuresPartnering 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 customersUsing consistent change practices and frameworks and mentoring junior change JEsThinking differently and challenging the status quo in order to drive self-Service AdoptionRole Location: 833 Collins Street, Docklands VIC 3008
Role Type: 12-month Fixed Term opportunity
Schedule: Full TimeWhat 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