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 teams mission
- The customers 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 others 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.