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

Join a high-priority customer servicing transformation and help shape simpler, safer and more effective experiences for customers and colleagues. In this senior-level Business Analyst role, you will work across complex business problems, customer journeys, operating models and delivery initiatives, turning evidence and stakeholder insight into practical recommendations that improve customer outcomes, banker experience and implementation readiness.

The Business Analyst will support priority customer servicing transformation and business improvement initiatives through structured problem solving, evidence-based analysis, requirements definition and delivery support. Working closely with project or initiative leads and cross-functional stakeholders, the role will clarify complex problems, assess customer, banker and operational impacts, define future-state requirements and translate findings into practical recommendations. The portfolio will evolve with business priorities and may include customer journey and process analysis, operating model design, continuous improvement, employee experience improvements, implementation readiness, benefits assessment and responsible digital, automation or AI-enabled opportunities.

Role Type: Secondment (12 Months)
Role Location: 833 Collins Street, Melbourne VIC 3008 with hybrid working
Work Hours: Full Time

What will your day look like?

• Analyse customer servicing processes, journeys, hand-offs and operating impacts to identify opportunities for simplification, service improvement and better customer and colleague outcomes.
• Work with stakeholders to clarify business problems, test assumptions and turn complex information into practical recommendations.
• Support strategy, business improvement and transformation priorities by defining requirements, options, impacts and implementation considerations.
• Facilitate working sessions across business, operations, technology, risk and delivery teams to align on objectives, trade-offs and decisions.
• Support readiness, impact assessment, risks, issues, dependencies and benefits tracking for priority initiatives.
• Identify and shape practical opportunities across strategy, continuous improvement, process simplification, customer experience, colleague experience, digital enablement, automation and responsible AI use cases.

What will you bring?

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

• Significant business analysis experience within transformation, business improvement, service design, operating model, digital or complex change environments.
• Strong structured problem-solving skills, with the ability to bring clarity to ambiguous problems and turn complex information into evidence-based recommendations.
• Demonstrated experience in requirements elicitation, process or customer journey mapping, impact assessment and implementation readiness.
• Strong facilitation and stakeholder engagement skills, including the confidence to constructively challenge assumptions and support informed decisions.
• Excellent written communication skills, with the ability to create clear requirements, recommendations and stakeholder materials.
• The ability to work across discovery, design and delivery while adapting to changing priorities.

Desirable experience

• Experience identifying digital, automation or AI-enabled opportunities that improve customer outcomes, colleague experience, service quality or ways of working.
• Experience in customer servicing, financial services, operations or another regulated environment.
• Familiarity with benefits tracking, governance reporting and risk, assumption, issue and dependency management.

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 121696 .
 

Job Posting End Date

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