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Journey Expert ANZ Plus

Journey Expert ANZ Plus

Req ID:  38215
Department:  AR ANZx Get Help & Give Feedback
Division:  Australia Retail
Location:  Melbourne

About the role

The Get Help and Give Feedback Value Stream in ANZ Plus enables people to contact a Coach via in-app messaging, phone or in person one on one or in a workshop setting. Coaches are the key contact and front line representatives for the ANZ Plus proposition


As a Journey Expert in the Customer & Coach Engagement Squad you will work directly with the product area lead, change manager, other JEs, operations teams, and engineers to scale and optimise our newly implemented workforce management system and drive continuous improvement of our platforms and processes. You’ll be responsible for anticipating and removing friction and delivering a best-in-class employee experience.

What will your day look like

  • Monitoring and measuring system health, customer and coach behaviour to understand operation rhythms.
  • Unravel information and data from (face to face, incident reports, voice of customer, slack chatter, virtual workshops, research etc.) to document and manage improvement opportunities.
  • Identify and convert opportunities into business/technical requirements so that our engineering teams can build, test and implement.
  • Ensure solutions are elegant in their simplicity. This includes ensuring alignment with other squads and technology platforms
  • Work with key stakeholders across ANZ to handle internal business and manual processes where required
  • Work in a cross-fuctional team that promotes agility and collaboration, wear the scrum master hat, represent the value streams at showcases and other ceremonies.

What will you bring?

Continuous Improvement, Business Analysis, Business Process Architecture skills coupled with any experience in people or workforce management software such as Calabrio, or CRM such as Salesforce or Contact Centre such as Twilio.

  • Outcome focussed with a passion for growth and continuous improvement.
  • Thrive under pressure and cool in a crisis and take charge when urgent action is needed
  • Elicitation techniques, use your curious mindset to collate and understand needs and requirements, glitches and improvements.
  • Strong communication skills, you know how to engage many stakeholders, challenge the status quo and actively re prioritise work.
  • Problem-solving skills; ability to frame a problem and break it down to component parts
  • Technology mindset, you understand and can pull apart workflows and systems
  • Speedy and organised, we release rapidly and our cohort of Coaches is growing as the number of our customers increase
  • Understand how to take part in agile ceremonies such as ideation sessions, showcases, retrospectives.

So, why join us?

There’s something special about being part of ANZ.  From the moment you join us, you’re part of a team working towards a common goal: improving the financial wellbeing and sustainability of our millions of customers.

But it’s not just our customers who will feel your impact. You’ll feel it too. Because at ANZ, you’ll have the resources and community you need to take the next big step in your career, towards even bigger things in the future.

We offer a range of benefits tailored to the countries in which we operate including Health and Wellbeing programs and flexible working arrangements.

You’ll also enjoy working in a diverse and inclusive workplace where the different backgrounds, perspectives and life experiences of our people are celebrated. We 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, let us know how we can provide you with additional support.

Job Posting End Date

08/06/2023image, 11.59pm, (Melbourne Australia)

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