About Us

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.

About the Role

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: 12 months Fixed term
Role Location: 6B/833 Collins Street, Docklands VIC 3008 
Work Hours: 40 hours / week

What will your day look like?

As an  Initiative Lead  you are accountable for:

• Lead end-to-end delivery of complex customer service transformation initiatives, ensuring effective planning, governance, risk management, and successful realization of business outcomes.
• Drive cross-functional programs across customer-facing, operational, and digital channels, from discovery and analysis through design, implementation, and benefits realization.
• Develop and implement service strategies, service catalogs, and future-state operating models to enhance customer experience, improve accountability, and streamline service delivery.
• Conduct customer journey analysis to identify pain points, process inefficiencies, and service improvement opportunities, translating insights into actionable transformation plans
• .Provide strategic recommendations and decision support by leveraging data, operational insights, and structured problem-solving techniques to influence senior stakeholders.
• Lead stakeholder engagement, workshops, and governance forums to align business, operations, technology, and customer experience teams on transformation priorities and delivery outcomes.
• Define, track, and measure transformation benefits across customer experience, operational efficiency, productivity, service quality, and cost optimization, ensuring sustainable performance improvements.

What will you bring?

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

• Proven experience leading complex enterprise transformation, customer strategy, operating model, service model or business change initiatives within consulting, financial services or other large-scale organisations.
• Experience working within financial services, consulting or other large and complex organisations.
• Demonstrated ability to lead workstreams or programs involving multiple stakeholders, competing priorities and significant organisational change.
• Strong strategic problem-solving and analytical skills, with the ability to turn ambiguity into practical recommendations and clear delivery plans.
• Experience influencing senior stakeholders and driving alignment across cross-functional teams.
• Strong program and project management skills, including governance, risk management, dependency management and implementation planning.
• Excellent communication and facilitation skills, with experience preparing executive-level materials and presenting recommendations to senior audiences.
• Experience using customer journey analysis, service design, service model or process improvement methodologies to identify and implement change.

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. 

So why join us?

From the moment you join ANZ, you'll be doing meaningful work that will shape a world where people and 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 support you need to take the next big step in your career.

We're a diverse bunch 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 health and 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 the communities we serve. 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're a candidate with a disability or access requirement, and have an enquiry about the support provided, please let us know on your application or visit ANZ Accessibility and Inclusion Programs for alternate contact methods.

To find out more about working at ANZ, visit https://www.anz.com.au/careers. You can apply for this role by visiting ANZ Careers and searching for reference number 121505 .
 

Job Posting End Date

07/09/2026, 11.59pm, (Melbourne Australia)