Digital Optimisation Analyst

• Are you driven to deliver real customer and business outcomes through your work?

• Enjoy the opportunity to work closely with our teams in Melbourne and Manila!

• Build a rewarding career in an innovative and collaborative environment

Role Location:  75 Dorcas Street South Melbourne, Melbourne VIC 3205 Role Type: Part-Time role (20 hours/week), 6 Months Fixed-Term contract opportunity 

You will be analysing quantitative and qualitative data to improve our Live Chat and Chat automation capabilities. Specifically working in the Contact Centre optimisation team, your success in this role will be demonstrated by helping our customers find the information they need, understand and access our solutions and ultimately resolve any challenges they face, faster and at first contact. While you will have thousands of colleagues, you will have relatively few peers who will also be distributed across Australia, New Zealand and the Philippines.

With this role, you’ll have a solid background in service operations for consumer facing products and services, and possess a true passion for improving the customer experience. You determine the most suitable methods and tools to collect, process and analyse both qualitative and quantitative data, ensuring alignment to best practice. 

You are happy to roll up your sleeves and work closely with our teams in Melbourne and Manila to coordinate activities to implement your chat design.

To be successful in this role, you will ideally bring and expected to perform the following:

• Experience working with Live Chat and Chat Bots and have a good view of how to evolve and expand on automation customer journeys.

• Drive the evolution of our chat bot ‘Lotti’s’ personality and proficiency to resolve our customer’s requests.

• Identify opportunities for research and pull together other sources of customer data (analytics etc.) to inform direction, collaborate with the Optimisation team, Chat teams and analysts.

• Improve our capability to recognise user intents by synthesising qualitative and quantitative user data to understand both the major challenges for which our customers are seeking help and how they may be automatically identified within a live chat context.

• Generate ideas and help the Optimisation team identify the most important opportunities to deliver customer and business value.

At ANZ, everything we do boils down to ‘why’ – our purpose – to shape a world where people and communities thrive. We're just as focused on seeing our people thrive as well as our customers. We'll give you every opportunity to develop your career.

We are responding faster to changing customer requirements, focusing on the things that matter the most, energising our people, eliminating waste and reducing bureaucracy.

A happy workplace is a thriving one. So in order to attract and keep the best talent, and say thanks for the hard work, we make sure all our employees are rewarded.

ANZ recognises the value of an inclusive and diverse work environment. We take pride in the diversity of our people and encourage applications from diverse candidates. Our recruitment decisions are based on the key inherent needs and requirements of each role, and candidates are selected based on their unique strengths and characteristics.

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

What else can you expect at ANZ?

• Career development and progression paths. We have specific informal & formal programmes, tools & support that can help you learn, grow, be bigger and better

• International exposure. We have footprint in Australia, New Zealand and the Philippines and you will have the opportunity to collaborate with teams across borders.

• Hands-on experience. You will gain rich knowledge in our day-to-day operations, be closer to ANZ customers and get to know our service consultants.

• Get unique experience in a growing field. While there are leaders, no one has perfected conversational interfaces. This is your chance to work on applying an emerging technology at a major scale in an organisation with millions of users.

• Flexible working. This family friendly culture is supported by peers and managers alike.

• Workplace Equality. In every sense of the word.

• “Dress for Your Day”. No need for a suit and tie. There’s an open and relaxed policy about what you can wear to work.

• Less hierarchy. And more autonomy. You’ll be part of the collective decision-making to create an impact on our customers.

   
  

To find out more about working at ANZ or to view other opportunities visit www.anz.com/careers. You may apply for this role by visiting ANZ Careers and search for reference number Taleo Job Code (AUS116645).