Journey Expert


Vacancy closed!

Unfortunately this vacancy is no longer open. Please contact a member of staff if you require assistance.

Reference #
Closing Date

Banking & Financial Services

Vacancy Type
Work type

Credit Cards and Personal Loan Tribe – Well Managed Journey Expert

Multiple Opportunities: x3 Permanent Role and x1 Fixed-term Contract

Location: 833 Collins Street, Docklands VIC 3008


As a member of the Well Managed Chapter, our mission within Credit Cards and Personal Loan Tribe is to ensure our products work seamlessly to meet customer needs and regulatory requirements from start to finish”

As a Journey Expert, you will be responsible for:

  • Developing and implementing a robust and sustainable risk treatments to improve the tribe’s risk profile  
  • working with all our tribe members and our broader value chain partners to enhance, embed and bring to life our tribe’s well-managed agenda
  • optimising existing end-to-end customer journeys and improve the customer experience to ensure our product works seamlessly.
For more information about what a day in the life of a Journey Expert looks like, check out  our Journey Expert persona or watch this animation to get an insight in to what a day in their life looks like.  
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 Journey Expert:
  • Demonstrable experience in one or more of the following areas:
    • Operational Risk and Compliance within the Financial Services Industry
    • Product Knowledge on Consumer Cards, Commercial Cards and Personal Loans on how the product operate across the value chain, including the systems the support  the product
    • End-to-end Product Management
    • Change Management and Implementation
  • An intense passion and curiosity for customers, their needs and wants, putting them at the centre of everything you do
  • A desire to optimise customer journeys and experiences
  • Ability to explore customer needs in a data-driven way, develop and implement innovative solutions, test the outcomes, and iterate

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