Analyst, Digitial Customer Experience Tribe


Reference #
Closing Date

Banking & Financial Services

Vacancy Type
Work type

Digital Customer Experience (DCX) Tribe in ANZ is responsible for the continuous improvement and stability of the ANZ App. We create experience that people love. We provide customers and bankers with intuitive and iconic digital interfaces to drive NPS, sales and self-service, and bring to life key propositions. 


As an Analyst in DCX, you will be working in a cross-functional squad to deliver features on the ANZ App.

Your day-to-day activities would typically include:

  • Working closely with the Product Owner to help prioritise and manage the backlog

  • Working closely with the squad to ensure there is clarity of information and alignment of understanding to develop the feature

  • Engaging various stakeholders to elicit, analyse and document functional and non-functional requirements

  • Facilitate workshops or Scrum ceremonies (e.g. sprint planning, backlog refinement)

  • Performing discovery analysis such as value proposition, hypothesis, high level requirements/epics/user stories, technical feasibility and high level solution design

  • Simplifying and packaging information through Agile Analysis and visualisation techniques (e.g. story map, process map, journey map, personas, empathy map, flow chart, lean canvas)

  • Performing technical analysis (e.g. system integration diagram, sequence diagram, field mapping, data flow diagram)

  • Assisting squad with testing or any other activities to achieve a common delivery goal

  • Documenting information assets in Confluence and managing user stories in JIRA

  • Measuring and reporting metrics on feature that was recently released, against the value hypothesis defined during discovery

  • Some level of coding (e.g. writing SQL queries, generating UML diagrams through PlantUML)

  • Occasionally contributing to uplifting the capability of the Analyst Chapter

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 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 role
  • Experience working as a Technical Business Analyst or Systems Analyst in a cross-functional delivery team

  • Good understanding of Agile delivery (Scrum and/or Kanban)

  • A good balance of business and systems analysis experience

  • Experience in complex, customer facing, high-volume systems (e.g. Mobile App, Web Application)

  • Experience in mobile app development concepts and technologies (e.g. iOS, Android, microservices, continuous delivery)

  • Great at presenting information through visual models, tools and techniques

  • Be able to work through complex business problems and determine the root cause of a problem

  • A desire to continuously learn new techniques / technologies and bring innovative ideas into the squad

  • A team player (there is a lot of collaboration!)

  • Some coding experience. Prior experience in a technical role (such as Developer) is a plus

  • Prior experience in Financial Services is a plus


As recruitment continues in the current environment, it is important that we do not risk the delivery of the critical operations. To support this, the impact of internal movements must be carefully considered.

Should you wish to apply for this role, please ensure you have discussed this with your current line manager.


This opportunity is located at 833 Collins Street, Docklands VIC and available at a Group 4.4 level


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