Senior Member Experience Manager

About the role
At ANZ our purpose is to shape a world where people and communities thrive. We're making this happen by improving our customers' financial wellbeing so they can achieve incredible things - be it buying their home, building a business or saving for things big or small.
As the Senior Member Experience Manager for ANZ Staff Superannuation, you will be responsible for developing and implementing strategies to deliver a superior Member Experience to ANZ Staff Super Members, and maximising acquisition, retention and member satisfaction.
This role is accountable for:

• Developing member engagement strategy for ANZSS
• Maximising Inflows, working with ANZ onboarding
• Outflow analysis, who? & why?
• Developing Strategy to maximise inflows and minimise outflows.
• Develop Personal/Partner member strategy.
• Optimise engagement with Financial Planners
• Understanding what matters to members
• Improving Member Engagement Survey results
• Develop Resourcing plan for ANZSS member services
• Leverage ANZ expertise, (incl behavioural expertise) to understand predictive attrition behaviours

Role Location: 833 Collins Street, Docklands VIC 3008
Role Type: Permanent, Full-time
What will you bring?
To grow and be successful in this role, you will ideally bring the following:

• Genuine commitment to superior member outcomes, demonstrated through a track record of developing and delivering impactful initiatives
• Advanced stakeholder management and communication skills, with a strong ability to influence
• Ability to explore member needs and derive actionable insights from multiple data sources
• Experience delivering in a complex, highly regulated environment
• Proven ability to develop commercial business cases with measurable outcomes
• Ability to balance member satisfaction and risk
• Strong business acumen with the ability to deliver in a changing environment, and excellent interpersonal skills for building relationships across the organization

So, 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 You may apply for this role by visiting ANZ Careers and searching for reference number 57233
Job Posting End Date
22/01/2024, 11.59pm, (Melbourne Australia)