AddressAbout 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 a Strategy & Proposition Manager in Home Loans, your role is to focus on defining and developing impactful marketing strategies and propositions that unlock new revenue streams and uplift customer experience. You will be passionate about getting to the core of customer insight and continually looking for growth opportunities across the customer lifecycle. You will be the voice of the customer within the organisation.
Your role requires strategy and proposition expertise, the ability to think at enterprise and customer level, and the ability to bridge the worlds of product related KPI’s with customer centric decisions and influence to deliver the right outcomes. You will act as the conduit (both inwards and outwards) between the business and the broader marketing function, specifically the Brand & Advertising (B&A), Digital Sales Experience (DSE), Digital Marketing and 1:1 Personalisation teams.
Role Location: 833 Collins Street, Docklands VIC 3008
Role Type: 12-month Fixed Term Contract, Full time,
What will you bring?
To grow and be successful in the role, you will ideally bring the following:
- Customer obsessed: you wake up every day thinking about how we can create great customer experiences by empathising with our customers. You will be an advocate for driving customer benefits and identifying clear customer needs for a customer led view in end-to-end proposition development.
- Stakeholder management: you have proven success in building excellent stakeholder relationships, and the ability to bridge the worlds of product related KPI’s with customer centric decisions, and influence to deliver the best outcomes.
- CX optimisation: you have proven experience driving customer journey and customer life cycle mapping, utilising input from the data, design and research functions, including a deep understanding of customer needs and pain points.
- Discovery and insights: you will have driven growth from market intelligence, portfolio economics, business implications and/or customer insights. Capturing trends and insights and translating these into meaningful action so that we can drive innovation.
- Proposition development: the ability to contribute to proposition development end to end will be a huge asset for this role. Translating research, data and customer insights into a customer promise that is valuable to our customers, including service, communication and product experiences, resulting in better customer and commercial outcomes. Requirements include adopting ‘the ANZ Way’ via Brand Academy to adopt convergent and divergent thinking via four phases: immerse, synthesise, generate and define.
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- Opportunity scoping: you have the ability to ideate, develop and prioritise initiatives which will deliver to the marketing and portfolio strategies, and their respective customer and commercial outcomes. This consists of opportunity ideation, early idea assessment and the development of opportunity summaries along with customer data analysis, research and insight generation.
- Go to market planning: you will have the ability to make specific choices based on courses of action developed by each team/function on how they will contribute to the overall delivery of the marketing and portfolio strategies, and the overall customer and commercial targets. Consists of goal setting and measurement, go to market strategy and planning and the scoping and development of business cases.
- Portfolio economics: you will have the ability to use internal data to understand customer behaviour and needs, how portfolios and products work and what are ANZ’s financial levers and drivers of cost - to eliminate waste, maximise competitive advantage and optimise financial return. Consists of modelling and metrics, customer intelligence and customer experience and works hand-in-hand with product to activate consumers by building a cohesive experience.
- Comfortable with ambiguity: you can apply expertise in novel and ambiguous contexts to solve large, adaptive challenges whilst effectively managing through ambiguity and change
- Home Loans and marketing knowledge - understanding of Home Loans core operations and functions and how that impacts marketing activities with be a plus. Ability to seek out information to build out any gaps in knowledge is essential for success in this role
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 number 63026.
Job Posting End Date
16/04/2024, 11.59pm, (Melbourne Australia)
