Ko Mātou – About Us

Kia Hanga I Te Ao, E Ora Ai, E Tupu Ai, Te Tangata Me Te Kainga. At ANZ, we’re shaping a world where people and communities thrive, driven by a common goal: to improve the financial wellbeing and sustainability of our millions of customers. 

Mō te tūranga - About the role

This role is responsible for developing and sharing actionable insights to build understanding of ANZ’s consumers and their channel, product, and service interactions, and the determine the impact of business initiatives on customer experience.  Responsible for influencing key stakeholders across the Bank to use customer insights in their decisions.  This role is critical to ensure the voice of the customer is heard across all areas of the Bank, both front and back of house.

Banking is changing and we’re changing with it, giving our people great opportunities to try new things, learn and grow. Whatever your role at ANZ, you’ll be building your future, while helping to build ours.

Role Type: Permanent
Role Location: Auckland or Wellington
 

Ka aha tō rā e kite ai? - What will your day look like?

As a Customer Insights Manager, you will:

Lead development of customer insights programme

• Establish and manage a comprehensive customer insights programme that informs business decisions across the bank, supporting the strategic goals of business units.  
• Engage with a diverse range of stakeholders to understand business insights needs. Work with the Senior Research Manager, and CX Analysts to design, brief, and implement new customer insights projects.
• In collaboration with the Insights Manager or Service Design Manager facilitate workshops to help the business interpret and act on insights.

Support customer journey understanding and measurement

• Partner with Customer Journey Manager to build insights to help understand customer needs, moments that matter and pain points in customer journeys 
• Utilise customer research and behavioural data to proactively identify business opportunities and secure internal support for these initiatives.
• Measure the impact of customer experience initiatives on key strategic metrics. 
• Oversee the ongoing management of Good Customer Outcome metrics dashboard and Board commentary, ensure business ownership of required actions.

Shape long-term customer listening vision

• Collaborate with the Senior Research Manager and other CX Insight Managers to help define the long-term vision for customer listening across the bank, considering future capabilities to capture both solicited and unsolicited customer sentiment.
• Lead the design and implementation of our new digital customer listen initiative. 
• Oversee the insights roadmap, working with Data and Analytics teams to identify additional data sources necessary for building a comprehensive 360-degree view of the customer.

Ōu Pūkenga? - What will you bring?

To grow and be successful in this role, you will ideally bring the following:

• Strategic thinking skills, with ability to connect dots across a multitude of business areas and insight sources.
• Leverage strong command of research acumen and commercial business knowledge to illuminate actionable insights and recommendations.
• Analytical and curious, with the ability to draw out insights from multiple data sources (research, operational data, customer behavioural data) and to frame customers insights in business terms.
• Exceptional story telling abilities, to transform complex data into action-able insights.
• Experience in successfully managing senior stakeholders including NZLT level, with crisp, focussed and effective communication and an ability to bring insight and add value decision making conversations.
• Exceptional relationship management skills and experience in collaborating with diverse groups. You will also be able to demonstrate the ability to actively adapt your approach to suited a given audience, or problem.
• Highly developed research, data analysis, and problem-solving skills
• Creative and innovative in your approach to insight, able to think laterally and contribute effectively to designing compelling insights systems.
• Multi-tasking, adaptable and commercially savvy 
• Strong project management and prioritization skills to meet demands and timeframes, with experience applying these skills within in large complex organization using a pragmatic and logical approach to deliver effective outcomes.
   

You’re not expected to have 100% of these skills. At ANZ a growth mindset is at the heart of our culture, so if you have most of these things in your toolbox, we’d love to hear from you.

He aha te take e uru ai koe ki a mātou? - So, why join us?

From the moment you join ANZ, you'll be part of a work whānau striving towards a common purpose: shaping a world where communities thrive.  

But it's not just our customers who'll feel your impact. You'll feel it too. Because at ANZ, you'll have the resources, opportunities, and community you need to take the next big step in your career.  

We're a diverse community at ANZ in different roles, different locations, doing different things. That's why we have a range of flexible working arrangements, so our people can 'make work, work for them'. We also provide a range of benefits including access to wellbeing services and discounts on selected products and services from ANZ and more.    

At ANZ you'll be part of an organisation where the different backgrounds, perspectives and life experiences of our people are celebrated. That's because we're committed to building a workplace that reflects the diversity of Aotearoa New Zealand's communities and this is one of the reasons that has inspired us to develop a multi-year Te Ao Māori Strategy called Tākiri-Ā-Rangi. This includes increasing representation of Māori and Pasifika people at ANZ. Join us and get involved in one of our affinity networks which help us to better understand and meet the needs and interests of our increasingly diverse workforce.

Kua wātea te katoa ki te tono. We welcome applications from everyone and encourage you to talk to us about any adjustments you may require to our recruitment process or the role itself. If you are a candidate with an access requirement or disability, let us know how we can provide you with additional support.  

To find out more about working at ANZ visit https://www.anz.co.nz/careers/.You can apply for this role by visiting ANZ Careers and searching for reference number 90657.

Te Rā Ōtinga - Job Posting End Date

04/04/2025 , 11.59pm, (Melbourne Australia)