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

The Journey Expert role is responsible for working with the Engagement & Retention lead to drive the strategic areas of focus for the E&R team and translate them into key actions (campaigns and initiatives). Define key customer segments, personas and lifecycle journeys that covers multiple products (Credit Cards, Deposits, Transaction Accounts etc), portfolios and channels. The objective of this role is to drive higher levels of engagement, product usage, understanding of product features and benefits for our existing customers to deepen relationships and reduce attrition. You must have a passion for creating highly target, relevant customer interactions that add value to customers lives and help them get onto of their finances.

Role Location: 833 Collins Street, Docklands VIC 3008
Role Type: 12-month Fixed-term opportunity
Work Schedule: Full Time

What will your day look like?

As a Journey Expert - Retain, you are accountable for: 

• Work with the E&R Lead to develop, deliver and optimize key campaigns and initiatives across the customer lifecycle

• Partner with our “Go to market teams” (marketing, data, digital) to create compelling marketing briefs, campaign delivery plans and timings and manage the end-to-end campaign development and deployment process

• Define and measure success outcomes/metrics  

• Define key customer segments across the EDB back book, with clearly defined “jobs to be done” to better engage these customers (supported by our data and insights team)

• Be the voice of the customer in all our interactions

• Stakeholder engagement – aligning plans and initiatives with stakeholders 

• Strong awareness of market trends and data insights. 

• Bring thought leadership, leading market best practice

What will you bring?

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

• Strong background in creating and delivering compelling marketing campaigns that deliver customer outcomes
• Understanding of customer segmentation / personas 
• Ability to work with data and insights team to turn insights into campaigns and customer interactions
• Previous experience in lifecycle / engagement style comms (nice to have)
• Understanding of banking / fin services product (nice to have)

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 81641 .
 

Job Posting End Date

28/11/2024 , 11.59pm, (Melbourne Australia)