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 (Business Analyst) is critical to making this happen and will be responsible for the identification, assessment, and management of Customer Engagement Risk Events. The role should ensure Events they manage are appropriately investigated, monitored and resolved in line with reporting and data quality standards. The role also supports the ongoing upskilling and education of risk management, supports business stakeholders with their responses to events, refers matters for advice when appropriate, assists with monitoring of reporting to identify potential issues, and provides support and insight to Customer Engagement Risk Forums.

The role requires proven ability to deliver a high volume of quality work at pace month on month, while adapting to our changing business environment, systems and processes to provide the most efficient and effective outcomes for our customers, business, stakeholders and community.

Role Type: Permanent / Full Time
Role Location: 833 Collins Street, Docklands VIC 3008

What will your day look like?

As a Journey Expert (Business Analyst), you will:

• Ensure Risk events queue is managed to ensure regulatory timeframes are met and events are well managed
• Ensure resolution of incidents to a mandated standard and timeframe and escalate as necessary
• Engage key business partners in assisting in the analysis and determination of incidents (Business, Risk, legal and technical team) as required
• Adhere to the event management procedures for ANZ.
• Identification of root causes, identification of trends, process gaps etc.
• Escalating any issues arising from events as necessary such as non-timely closure of incidents, outside of SLAs etc.

What will you bring?

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

• Strong understanding of frontline Banking and industry experience
• Excellent communication skills and attention to detail
• Ability to manage pipeline of work and prioritise as needed
• Demonstrated investigation skills and capacity to communicate findings to senior stakeholders as well as frontline staff
• Experience and knowledge of Australian Branch Network or Customer Contact Centre processes 

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 are a candidate with a disability or access requirement, let us know how we can provide you with additional support.

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 99066.

Job Posting End Date

27/06/2025 , 11.59pm, (Melbourne Australia)