Journey Expert Chapter Lead

The purpose of the Home Loans Tribe is to make great Home Loan experiences possible by reliably providing easy to use products and services. We’re passionate about simplicity and meeting the needs of our customers today, while innovating to delight them tomorrow.
As a Chapter Lead, you will be responsible for building world class capability in your chapter members. You’ll be a role model for our ways of working and be passionate about coaching, mentoring and developing others to be the best versions of themselves. You’ll also bring strong change and implementation and/or delivery skills to share your expertise across the tribe.

Check out our Chapter Lead role description to find out what the remit of this role is and the skills and expertise you’ll need to be a success in this role.

Also watch this animation to get an insight in to what a day in their life looks like.

Coupled with your Chapter Lead responsibilities as a Journey Expert, your mission is to enable the optimisation of existing end-to-end customer journeys and improve the banker experience by devising new, innovative solutions, services, products or propositions.

Who are you?

• A team player – You know we only win if we all win. You recognise and value the different perspectives and skills your colleagues bring. It is not about being a hero but jumping in and contributing to the successful delivery of the team’s 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
• Comfortable being uncomfortable – You are comfortable with uncertainty and have the ability to effectively manage yourself through ambiguity and change
• Continuous improvement junkie – You constructively challenge the status quo, look for better ways to do things and passionately advocate continuous improvement
• Committed to your own and other’s growth – You strive to stretch and grow yourself and others by identifying your own 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 and use critical thinking, your network, skills, knowledge, and available data to drive better outcomes for our customers and the bank
• Risk savvy – You build sustainable solutions that protect customers, stakeholders and the community

As a Journey Expert - Chapter Lead you will bring the following experience to the Chapter and broader Tribe;

• Exceptional interpersonal skills, including the ability to inspire, mentor, coach and develop others
• Strong change and implementation and/or delivery experience working with multiple stakeholders and complex business needs
• Deep expertise in your area combined with broad capability and a proven ability to innovate and adapt to the latest developments
• Ability to quickly grasp new content and the ability to translate this to your Chapter
• An intense passion and curiosity for customers and bankers, their needs and wants, putting both at the centre of everything you do
• A “can do” attitude and the ability to effectively prioritise and manage your capacity as Chapter Lead whilst delivering outcomes as a squad member
• A “growth mindset”, passion and curiosity to drive exceptional outcomes for our customers and bankers
• Ability to explore customer  and banker needs in a data-driven way, develop and implement innovative solutions, test the outcomes, and iterate
• Retail banking Frontline/Operational/Home Lending experience preferred but not essential

This Permanent, Full-time opportunity is available at a Group 4.1 Level

Location: 833 Collins St, Docklands VIC 3008

We work flexibly at ANZ and encourage you to talk to us about how this role can be flexible for you and 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.anz.com/careers  

You may apply for this role by visiting ANZ Careers and search for reference number AUS130609.