Journey Expert, Transforming Customer Service Tribe

About The Role 

Role Locations: 833 Collins Street, Docklands VIC 3008 (Melbourne based)

Role Type: Full-Time, Permanent opportunity 
Role Title: Change Implementation Manager / Journey Expert – ANZ Customer Service Operations

Customer Service Operations (CSO) has fundamentally shifted its focus from a pure operations function to one of customer service.  Its teams are central in supporting the end-to-end journey ANZ customers experience – from getting a home loan, business loan or credit card to protecting their money through detection of fraud and helping them during periods of financial hardship.

About the Role

The Change Implementation Manager (internally known as a Journey Expert) in the Transforming Customer Service Tribe will support the implementation of business and technology initiatives that are strategically aligned to Australia and Retail Commercial Banking objectives through strategies that complement the organisation culture and capability of change.

 

As an experienced change agent with proven ability to deliver major operational initiatives and strategic projects, you will strive to build capability needed enabling organisational competency to ensure new ways are adopted and that benefits are realised.  

The role is a blend of project delivery disciplines requiring you apply change frameworks, agile practices, design thinking and process modelling techniques to drive direct and indirect team deliverables.

 

What you bring to the role:

• Relevant degree alongside recognised change management qualifications or related discipline

• 5+ years’ experience leading and designing innovative strategies in a fast-paced environment as an Organisational Change Manager

• 5+ years’ experience in supporting the delivery of technology-enabled projects for operations functions within dynamic project team environments in large organisations

• “Hands On” approach in tackling complex problems and uses critical thinking, networks, available data and the wisdom of others to drive better outcomes for our customers and the bank.

•  delivery in a dynamic project team environment

• Strong understanding of agile principles, frameworks and techniques, tools such as Jira and Confluence, SDLC and continuous deployment within a changing landscape

• Demonstrated experience utilising the principles of adult learning to develop contemporary solutions to maximise realisation of value

• Champion a culture of continuous learning through proactive identification of opportunities and experimenting with new ideas that contribute to the growth and vitality of your team mates

 
About ANZ

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.

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 (AUS122541).