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

As the Product Owner – Quality & Coaching, you’ll play a pivotal role in shaping how quality, coaching and performance uplift are delivered across ANZ’s Australian Contact Centre network.

Sitting at the intersection of customer experience, frontline capability, risk and AI‑enabled insight, you’ll own the end‑to‑end Quality Assurance and Coaching capability across the Enterprise Customer Contact (ECC) ecosystem. Your focus will be on simplifying quality processes, modernising coaching through data and intelligent tools, and embedding continuous improvement into everyday frontline experience — while maintaining strong regulatory and compliance confidence.

This is a high‑impact role for someone who thrives in complex environments and is motivated by lifting customer and frontline capabilities at scale.

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: 839 Collins Street, Docklands VIC 3008
Work Hours: Full Time (40 Hours/Week)

What will your day look like?

In this role, no two days look quite the same, but you can expect to:

• Own and evolve the product vision and roadmap for Quality & Coaching across Australian contact centres, customer outcomes and regulatory expectations
• Translate frontline quality, risk and coaching needs into a clear, prioritised backlog with well‑defined epics and user stories
• Lead the end‑to‑end delivery of QA and coaching capabilities across voice and digital channels, partnering closely with Technology, Data, Risk, Legal, Operations and Change
• Embed consistent QA frameworks, standards and controls that are simple, trusted and confidently applied across frontline operations
• Enable leaders and coaches with timely, actionable insights that support meaningful performance and development conversations
• Leverage data, analytics and AI‑enabled insights to identify trends, reduce repeat issues, and drive continuous improvement
• Act as the single point of accountability for Quality & Coaching products, clearly communicating progress, risks and outcomes to senior and executive stakeholders

What will you bring?

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

Must have

• Proven experience owning and delivering quality assurance frameworks within Australian contact centre environments
• Strong Product Owner capability, with end‑to‑end ownership of product vision, roadmap and backlog in complex, cross‑functional settings
• Demonstrated ability to design and enable effective coaching experiences that uplift frontline performance and confidence
• Deep understanding of risk, compliance and assurance, with a track record of strengthening regulatory confidence
• Experience working in agile delivery environments, partnering with technology and data teams to deliver iterative, outcome‑focused solutions

Good to have

• Experience applying enterprise or industry standards frameworks to quality checks and assurance practices
• Exposure to AI, automation or advanced analytics to modernise quality assurance or coaching approaches
• Strong data and insights capability, with experience driving measurable improvements in customer experience, first‑contact resolution or colleague capability
• Proven ability to influence senior stakeholders and lead change at scale across large frontline organisations

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 114313 .
 

Job Posting End Date

06/05/2026 , 11.59pm, (Melbourne Australia)