Process Analyst, Enterprise Customer Contact

Req ID: 111815

Department: AR Customer Engagement Hub

Division: Australia Retail

Location: Melbourne, Sydney

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

Our vision is to shape a world where we help people and communities thrive. The way we do this through our organisation is evolving and we need to transform the way we assist our customers to provide experiences the expect when we engage with and distribute products and services to them.  

We are embarking on a comprehensive Customer Contact transformation across ANZ, and we are seeking a Process Analyst to join our Enterprise Customer Contact team to help uplift and design end-to-end customer and operational journeys that will drive transformation across the enterprise, including New Zealand, Australia Retail, Commercial, Institutional, and Group services.  

This role is pivotal in supporting the delivery of the enterprise strategy and roadmap by ensuring our processes are fit for purpose, scalable, and enable strong performance across the portfolio. You will play a key role in analysing, designing, and continuously improving processes, leveraging leading technology, operating models, and emerging AI capabilities to drive efficiency and better customer and banker outcomes. 

You will work closely with product owners, customer care functions, operations, branches, marketing, engineering, data, and support teams to identify process improvement opportunities and embed consistent, repeatable ways of working across Customer Contact.

Role Location: Melbourne or Sydney

Role Type: Permanent, Fulltime  

What will your day look like?

As a Process Analyst in our Enterprise Customer Contact team, you will:

Map future state processes across all contact centre teams based on defined customer and banker experience maps with standardisation first as a core principle, whilst assessing current state and work with divisional stakeholders to implement future state processes. Highlighting pain points, and design improvements that enhance customer, banker, and operational outcomes.

Translate strategic priorities into practical, scalable process designs—from early POC through to operational delivery.

Facilitate workshops with SMEs and stakeholders to validate end to end processes, including variations and exceptions.

Produce high quality, standardised process artefacts with clear traceability to requirements, systems, controls, and performance measures.

Collaborate with Product, Engineering, Data, and Operations to align designs with platform capabilities and support “build once, deploy many” principles.

Support measurement and continuous optimisation through defined events, data capture points, process mining, and scenario testing.

What will you bring?

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

Proven experience in end-to-end process analysis and mapping within complex, high volume operational or service environments.

Strong communication and stakeholder management skills, with the ability to drive alignment and clarity in ambiguous or fast-paced contexts.

Proficiency with process modelling tools (e.g., Signavio, Apromore) and established modelling standards such as BPMN.

Strong analytical and structured thinking capability, with attention to detail and the ability to identify risks, dependencies, gaps, and exceptions.

Ability to translate complex concepts into clear, practical process artefacts for both business and technical audiences; strong written and verbal communication skills.

Experience working in agile, cross functional environments, with exposure to process mining, simulation, and/or modern contact centre or digital platforms.

You're not expected to have 100% of these skills. We value a growth mindset, 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 111815.

Job Posting End Date

02/04/2026 , 11.59pm, (Melbourne Australia)