Journey Expert, Home Lending Tribe


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Banking & Financial Services

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Journey Expert – Home Lending Tribe


The purpose of the Home Lending 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.


Our scope is the design, manufacture and management of a simple range of home loan products to bring the customer proposition to life. We own and continually improve the end to end home loan process in response to customer needs and regulatory requirements. We radically improve our home lending systems and processes to create stress free experiences in conjunction with making it easy for our home loan customers to access other ANZ products and services to best meet their needs (e.g. Packages, Wealth, Transactional, Business Loans).


As a Journey Expert in the Remediation Execution squad, you will be playing a key role in owning and executing small to medium scale customer remediations in line with the Remediation Framework for systemic issues. This includes the planning and endorsement of remediation approach and subsequent execution for impacted customers in line with Customer Remediation Principals.

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 you bring to the Home Lending Tribe?
  • Retail banking experience, ideally with previous exposure to the Home Lending domain

  • Existing functional experience in one or more of the following disciplines: Business Analysis, Change Management, Business Implementation

  • Collaborative approach to problem solving with experience in influencing and executing outcomes

  • Ability to explore customer needs in a data-driven way, develop and implement innovative solutions, test the outcomes, and iterate 

  • A desire to continuously learn new techniques / approaches and bring innovative ideas towards the delivery of the squad mission

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