Journey Expert (Business Analyst)

Journey Expert (Business Analyst)

The purpose of the department is to make, simple, industry-leading ways for customers to send and receive payments, quickly, reliably and cost-effectively. The Merchant Initiatives teams mission is to deliver products and services that provide an enhanced customer experience, meet compliance requirements and

deliver strategic objectives by implementing change to the

Merchant Product Suite

As a Journey Expert (Business Analyst), you will be responsible for optimising existing end-to-end customer journeys and improve the customer experience by understanding issues relating to our solutions, services, products or propositions and work to remediate appropriate outcomes.

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

What skills and knowledge will you bring to or develop within the Merchant Initiatives Squad??

• An intense passion and curiosity for customers, their needs and wants, putting them at the centre of everything you do.
• Existing functional experience or expertise in one or more of the following disciplines: Product management, Business Analysis, Change Management, Business Process Architecture and Remediation
• A desire to optimise customer journeys and experiences
• A willingness to broaden your experience and expertise to develop skills in the above disciplines and become more effective at optimising end-to-end customer journeys.
• Ability to explore customer needs in a data-driven way, develop and implement innovative solutions, test the outcomes, and iterate
• Interest in and affinity for Technology
• Domain knowledge relating to our merchant products & processes, operational risk & compliance and our customer value proposition.
• Brings a business analysis toolkit amongst other things…

This is a permanent opportunity based in 833 Collins St and can also work remotely.

About ANZ

At ANZ, everything we do boils down to ‘why’ – our purpose – to shape a world where people and communities thrive. We're just as focused on seeing our people thrive as well as our customers. We'll give you every opportunity to develop your career.

We are responding faster to changing customer requirements, focusing on the things that matter the most, energising our people, eliminating waste and reducing bureaucracy.

A happy workplace is a thriving one. So in order to attract and keep the best talent, and say thanks for the hard work, we make sure all our employees are rewarded.

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 Taleo Job Code (AUS127918).

#GD4.4