Content Writer, Get Help

ANZ

Location
Melbourne
Reference #
AUS114998
Closing Date
01-08-2020
Sector(s)

Banking & Financial Services

Vacancy Type
Permanent
Work type
Full-Time

We’ve changed the way we run the Australia business, adopted a new way of working and introduced design thinking approaches so we can build a better ANZ for our customers today and in the future.

 

The ANZx team (Australia Business Transformation) is looking for people who are passionate about transformational change and doing great things for our customers, to help us redefine banking for the future. Join us as we reimagine services using the latest platforms and technology, to better support our customers’ financial wellbeing.

 

If you’d like to part of something really different, then we’d love to hear from you.

 
 
What’s your mission?
 

As a Content Writer within the Get Help value stream, your mission is to execute the strategy and deliver an outstanding experience for customers needing support. Collaborating closely with the Manage My Money value stream, you’ll be developing engaging content to help support our customers across a range of channels.

 

This role will move between the Get Help and Learn & Adopt value streams with approximately 50% of time spent working in each.

 
 
What will your day look like?
  • Building content that aligns with the brand strategy set out by Learn & Adopt
  • Promoting the goal of ANZx to help customers improve their financial well-being
  • Reviewing the performance of content to assess if it is effectively servicing customer needs
  • Designing content for a wide range of platforms including web, email marketing, blogs, SMS, and even chatbots!
  • Synthesising technical information from a variety of sources into easy-to-understand support articles
  • Refining Coach-facing documentation on processes and systems
  • Working with your squad, other episode teams and business services to define and deliver a radically improved experience for our customers
  • Researching and testing hypothesis for improved experiences with our customers, both current and new
  • Developing innovative data-driven insights on customer needs
  • Ensuring customer solutions are elegant in their simplicity. This includes ensuring alignment with other squads on end-to-end customer journeys
 
 
What will be in your toolkit?
 
  • An enthusiasm for writing great content to meet customer needs
  • Outstanding communication skills
  • An ability to translate technical ideas so they can be easily understood by a non-technical audience
  • Experience in authoring, editing, proofreading and publishing a range of content types including text, video, audio, image and other material to deliver rich customer experience
  • Experience in content strategy, development and creation of engaging content and publishing across digital media channels
  • Experience in developing content that is consistent with brand and compliant with applicable laws, meets style, tone of voice and quality expectations
  • Ability to challenge yourself and the business on the value that will be delivered to customers
  • Ability to explore customer needs in a data-driven way, develop and implement innovative solutions, test the outcomes, and iterate
  • Ability to multitask and juggle competing requirements
  • Comfort working with ambiguity and rapid change
 

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 and supported.

We work flexibly at ANZ. Talk to us and let us know how this role can be flexible for you.

You can apply for this opportunity by visiting www.anz.com/careers and searching for Taleo Job Code AUS114998.


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