Content Lead Enterprise Customer Contact

Req ID: 109421

Department: AR Customer Engagement Hub

Division: Australia Retail

Location: Melbourne

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

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.  

ANZ is undertaking a significant Enterprise Customer Contact (ECC) transformation spanning Australia Retail, Commercial, Institutional, Group Services and New Zealand. This transformation is redefining how customers and bankers interact with ANZ through voice, messaging, digital and AI-enabled experiences. 

The Content Lead plays a critical, hands-on role in enabling this transformation by shaping how knowledge and content are designed, governed and operationalised across the Enterprise Customer Contact program. This role is responsible for developing and executing content strategies that align with ECC priorities, ANZ brand standards, regulatory requirements and audience needs, ensuring content enables both exceptional customer experiences and effective banker performance.  

The role blends strategic leadership with practical delivery, requiring strong stakeholder management, comfort operating in ambiguity, and the ability to balance immediate delivery pressures with a long-term customer experience and capability vision. 

What will your day look like?

As the Content Lead in ECC, you will:

Lead knowledge strategy for Enterprise Customer Contact across customer and banker contact channels, ensuring consistency, clarity and quality across voice, messaging, digital and AI-enabled experiences. 
Enable AI-driven experiences by shaping content so it can be effectively surfaced through tools such as Banker Assist, virtual assistants, search and automation capabilities. 
Design and operationalise knowledge management approaches that empower frontline bankers, digital assistants and virtual agents with highquality, content enabling faster, more accurate and contextaware customer interactions. 
Be hands-on in delivery, collaborating with UX, Service Design, Content, Conversational design, Product and Engineering teams to structure, test and continuously refine content so it performs reliably in our AIdriven and humanassisted channels. 
Partner with senior stakeholders and executives across Business, Technology, CX and risk to align content priorities, resolve trade-offs and drive outcomes in a complex environment. 
Balance short-term delivery urgency with long-term CX vision, ensuring content, metadata and models scale sustainably as the organisation matures its automation, GenAI and intelligent service capabilities. 
Establish and maintain governance frameworks for content creation, tagging, taxonomy, metadata modelling and lifecycle management so AI systems can surface, interpret and apply knowledge consistently and in compliance with regulatory requirements.

What will you bring?

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

Designs and leads enterprise-scale knowledge and content systems that support both customer and banker experiences, aligned to ECC outcomes and broader ANZ strategy.

Comfortable working at both strategic and execution levels - from setting direction through to writing and shaping content, reviewing artefacts and unblocking delivery issues.

Proven ability to build trusted, collaborative relationships with executives, divisional leaders, delivery squads and technical partners, influencing outcomes without formal authority.

Works effectively across product, design, technology, operations, risk and compliance to ensure content is accurate, accessible and fit for purpose across channels.

Establishes clear standards, guardrails and decision frameworks for content, ensuring quality, consistency and compliance at scale.

Demonstrated ability to operate effectively under tight deadlines and competing priorities, maintaining momentum while managing risk and complexity.

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 109421 .

Job Posting End Date

, 11.59pm, (Melbourne Australia)