Journey Expert ? Chapter Lead


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

Chapter Lead Journey Expert – Customer Authentication Tribe


The purpose of the Customer Authentication Tribe is to provide simple and secure ways for our customers to identify themselves and engage with the bank and our partners, lifting digital usage and reducing digital fraud.

For more information about the Tribe please check out our page on Max

As a Chapter Lead Journey Expert you will be multi-disciplinary, combining strong technical domain expertise with people leadership and coaching in order to develop this T-shaped capability in your chapter members.  This is a significant leadership role within a highly complex Tribe - you will be working closely with Tribe Lead/Tech Area Lead to understand and plan for workforce capability needs, current and future.


As a Chapter lead, you will push the boundaries to innovate, test and learn and act as a change agent within the Tribe, both technically and culturally.  You will continuously develop expertise and stay up-to-date with emerging trends, practices and information within the customer authentication domain.  Furthermore, as a people manager, you will be coaching and developing your chapter by promoting a continuous development culture.


As a Journey Expert, you will be optimising end-to-end customer journeys, and improving customer experiences by devising new, innovative solutions, services, products or propositions. You will have extensive experience working with UX/CX designers to define customer experiences. You will also have a strong background in software delivery and systems implementation.


To be successful in this role you will solve complex problems using a range of techniques that can be consumed by digital and physical channels. You will work with partner businesses and customers to help protect customer features deployed by our broad range of networks - ensuring adequate authentication requirements are met.

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 Tribe:
  • Successfully led people through continual change.   Maintains commitment to change; engages with others to gain buy-in and act as an advocate for continuous improvement. Proactively identifies, support and drive opportunities for change
  • Demonstrates the ability to coach and mentor chapter and tribe members
  • Developed deep domain knowledge and contributed to the development of others’ expertise and capability
  • Deep business analysis skills, including elicitation techniques and the ability to define requirements in complex and challenging environments
  • Experience defining integration requirements and a sound understanding of APIs/web services and systems integration
  • Proven experience working in Digital and/or Agile environments
  • Ability to define and articulate business and customer needs and drivers to inform decision making, assess and design solution outcomes & identify capability gaps (people, process and technological)
  • Ability to explore customer needs in a data-driven way, develop and implement innovative solutions, test the outcomes, and iterate
  • Ability to analyse current identity experiences, identify gaps and define target value propositions – ensuring both simple and secure outcomes are delivered
  • Deep identity and system audit domain knowledge, business acumen and commercial mindset to define solution designs, development standards and patterns that adhere to architecture blueprints and technology roadmaps
  • Ability to guide and coach the squad to follow the NWOW/Agile/Scrum principles and practices that work best for the team, helping everyone understand the theory, practices, principles and values of Agile Delivery through servant leadership
  • Ability to lead the coordination of design activities across Squad/s and/or Technology Areas

This is a Full-time, Permanent role based in 833 Collins St, Docklands VIC


For further general information on our opportunities, feel free to visit ANZ Careers


At ANZ we aim to create an inclusive environment where employee differences such as gender, age, culture, disability, sexual orientation, family and caring responsibilities and religion are valued.


Find your next job faster than ever!

  • FREE online registration
  • Daily job alerts
  • Online profile & CV (searchable by clients)
  • Large client & agency database

Register now

Maximize your chances!

Ensure that your online CV is up to date as employers are always searching our online CV database of candidates.

Modify your profile

Need assistance?

A member of our staff is ready to help you with any questions you may have.

Contact us for a fast response