Journey Expert

Change Manager - (Journey Expert)

ANZ’s purpose is to shape a world where people and communities thrive, and to achieve this we need great customer focused people to support our program to deliver immediate and strategic business objectives. ANZ is committed to improving the way we listen to and support our customers and learn from our mistakes. Project Augur is a program of work focused on uplifting our internal dispute resolution practices and improving the customer experience through the complaints process.

In this role you will be a part of a team leading and executing a large program of change for Project Augur –with a strong focus on the culture change, communications and complaint recording streams. You will bring to the role experience in change management, strong stakeholder engagement, and excellent communication skills. You will be passionate about our customer experience, supporting our bankers and most of all, delivering on change.

• Demonstrated experience in change management and creating behavioural change, including change, implementation, embedding experience
• Extensive conceptual skills and capabilities to simplify and clearly articulate solutions to resolve complex business issues
• Experience in building engagement around change and delivering change to multiple stakeholders
• Focused on building and developing relationships with colleagues and leaders from across the business
• Demonstrated ability, commitment and contribution to building best practices within the business that put the customer at the centre
• Well-developed communication skills with the ability to persuade, influence and build rapport with others and to effectively impart specialist knowledge and build capability in others

• Strong business change management and/or related technical experience
• Existing functional experience or expertise in one or more of the following disciplines:  Change Management and Implementation, and/or Business/Program Implementation;
• Good communication and interpersonal skills with the ability to influence outcomes at all levels of the business;
• Can appreciate difficult problems, is self-motivated to work autonomously on tasks with medium complexity, work collaboratively as part of a team and clearly represent consolidated findings;
• Broad knowledge of ANZ frontline systems and processes relating to how we serve the customer and solve complaints