Journey Expert


Vacancy closed!

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Banking & Financial Services

Vacancy Type
Work type

Journey Expert – Home Loans Tribe


The purpose of the Home Loans Tribe is to make great Home Loan experiences possible for our customers 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.


 As a Journey Expert, you will be responsible for optimising existing end-to-end customer journeys and improve the customer experience by devising new, innovative solutions, services, products or propositions.  


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 every day.
  • 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 Loans Tribe?
  • Existing functional experience or expertise in regulatory compliance, supporting activities from audit reviews and delivery governance.
  • A “growth mindset”, passion and curiosity to drive exceptional outcomes for our customers and bankers.
  • A “can do” attitude and a desire to explore customer needs in a data-driven way, develop and implement innovative solutions, test the outcomes, and iterate.
  • Great verbal and written communication skills, with the ability to create visually engaging reports and papers relating to progress on regulatory compliance activities, audit outcomes and overall governance, that can be easily absorbed and understood by senior executives.
  • Strong stakeholder engagement skills across various levels of the organisation.
  • Ability to track financials, providing analysis and information to facilitate informed decision making.
  • Ability to regularly monitor progress, quickly gather information on the status and provide quality reports to senior executives.
  • Ability to monitor the progress on a wide range of activities, identify, monitor and manage risks, issues and dependencies, including appropriate responses to mitigate risks.
  • A strong execution mindset and ability to deliver quality outputs and manage actions within required timeframes.

You will be looked upon favourably if you also have the following specialised skills:

  • A strong understanding of the Australian regulatory environment

  • Experience supporting or managing governance related activities

  • Home loans experience.

This opportunity is available as a 12 month fixed-term based in 833 Collins Street, Docklands VIC –  please click here for more information on core skills you would bring or grow in this role.

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