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Journey Expert

Journey Expert

Req ID:  50905
Department:  Initiatives and Delivery Cluster
Division:  Australia Retail
Location:  Melbourne

About the role

At ANZ our purpose is to shape a world where people and communities thrive. We’re making this happen by improving the financial wellbeing and sustainability of our customers so they can achieve incredible things– whether they’re buying a home, building a business or saving for things big or small.


The purpose of the Home Loans Tribe is to make great Home Loan experiences possible by reliably providing easy to use products and services. We’re passionate about simplicity and meeting the needs of our customers today, while innovating to delight them tomorrow.


Our scope is the design, manufacture and management of a simple range of home loan products to bring the customer proposition to life.


As a Journey Expert, you will be responsible for optimising existing end-to-end customer journeys and improve the customer experience by devising new, innovative solutions, services, products or propositions.


For more information about what a day in the life of a Journey Expert looks like, check out  our Journey Expert persona


Role Location: 833 Collins Street, Docklands VIC 3008

Role Type: 12-month Fixed Term opportunity

Schedule: Full Time

What will you bring?

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

  • Project Delivery Knowledge and/or Experience is essential
  • Proactively identifying and assessing risks and complying with risk management processes and policies, including key identification of risk controls
  • Understanding of Regulatory environment and requirements
  • Business analysis skills and/or related project delivery experience, including analysis and elicitation techniques and the ability to define requirements in complex and challenging business environment.
  • Knowledge and experience of process mapping/analysis tools and techniques.
  • Ability to develop or support the development of training materials, documentation of procedure guides, update of collaterals and review or write communication.
  • Work with the squad and the broader team to determine the impact and support needed to ensure change is adopted by affected business areas and roles.
  • Ability to manage implementation and monitor pilot/roll out activities.
  • Strong willingness to learn and be immersed in ANZ’s Ways of Working.
  • Comprehensive understanding of a range of problem solving techniques.
  • Ability to apply change management practices, communicate direction, rationale and outcomes clearly (bring people on the journey) and a continuous improvement approach based on feedback loops
  • Ability to apply implementation management practices, ensuring readiness for successful technology release
  • Excellent stakeholder management skills, with strong influencing and relationship building ability.
  • A “can do” attitude and a desire to explore customer needs in a data-driven way, develop and implement innovative solutions, test the outcomes, and iterate.
  • A strong execution mindset and ability to deliver quality outputs within required timeframes.

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.

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’ll 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.


To find out more about working at ANZ or to view other opportunities visit You may apply for this role by visiting ANZ Careers and searching for reference number 50905

Job Posting End Date

03/10/2023image, 11.59pm, (Melbourne Australia)

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