About Us

At ANZ, we're applying new ways technology and data can be harnessed as we work towards a common goal: to improve the financial wellbeing and sustainability of our millions of customers.

About the Role

The Senior Manager – Digital Channel Experience is responsible for shaping, optimising, and continuously improving the end-to-end digital experiences across our T&C-facing channels. This role combines leadership, strategic thinking, and hands-on user experience capability to deliver seamless, intuitive, and engaging digital journeys that meet both employee and business needs. You will lead a multi-disciplinary team of UX designers, analysts, and digital specialists to define experience vision, set measurable experience outcomes, and deliver enhancements that uplift employee satisfaction, adoption, and digital conversion.

Role Type: Permanent 
Role Location: Melbourne 
Work Hours: Full Time 

What will your day look like?

Experience Strategy & Leadership

• Define and own the digital channel experience strategy across web, mobile app, and emerging platforms.
• Champion a human-centred design approach and ensure decisions are grounded in user needs, insights, and behavioural data.
• Create and maintain experience roadmaps aligned to organisational goals, product strategies, and technology plans.
• Influence senior stakeholders, facilitating alignment between business priorities, customer outcomes, and digital experience opportunities

User Experience & Design Excellence

• Oversee UX research, customer journey mapping, service blueprinting, and experience architecture for digital channels.
• Ensure design standards, accessibility guidelines, and design system components are applied consistently.
• Translate complex business requirements into clear, intuitive, and elegant digital solutions.

Digital Channel Ownership

• Monitor and optimise key digital channel metrics including engagement, conversion, completion rates, satisfaction, and NPS.
• Define and manage channel improvements—from ideation through delivery—using data and insights to prioritise.
• Collaborate with product teams to deliver cohesive and connected digital experiences.

Team Leadership & Development

• Lead, mentor, and develop a high-performing team of UX and channel specialists.
• Build a collaborative culture that values curiosity, experimentation, and continuous improvement.
• Manage resource allocation, capability development, and recruitment to support digital growth.

What will you bring?

‘Must have’ knowledge, skills and experiences

• 10+ years’ experience in digital experience, user experience design, digital product, or related fields.
• Proven track record leading digital transformation or experience uplift initiatives in complex organisations.
• Strong capability in UX strategy, design processes, and human-centred design methodologies.
• Experience working closely with engineering, product, and data teams.
• Demonstrated ability to influence senior stakeholders and drive alignment across diverse groups.
• Excellent communication skills with the ability to translate insights and strategy into clear actions.
• Experience with analytics tools (e.g., Adobe Analytics, Google Analytics), UX research platforms, and design tools (e.g., Figma, Sketch).

‘Good to have’ knowledge, skills and experiences

• Experience working in an Agile context and understanding of Agile methodologies.
• Background in financial services, telco, or other high-regulation digital environments.
• Knowledge of accessibility standards (WCAG) and inclusive design principles.
• Experience using agile methodologies and working within cross-functional delivery squads.

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 112370 .
 

Job Posting End Date

, 11.59pm, (Melbourne Australia)