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UX Writer - ANZ Plus Help & Support

UX Writer - ANZ Plus Help & Support

Req ID:  29601
Department:  PRJPA ANZx Learn + Adopt (39971075)
Division:  Australia Retail (T20000)
Job Family:  Banking / Core (default)
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 our customers’ financial wellbeing so they can achieve incredible things – be it buying their home, building a business or saving for things big or small. 

We’re looking for a UX Writer or Instructional Writer to help us design and deliver a support framework and architecture for ANZ Plus customers as they explore and engage with our Buying a Home experience. You’ll be planning and producing contextual content for self-service FAQs, as well as guidelines and support for our ANZ Plus Coaches to facilitate the journey.

What will your day look like

  • Planning, creating and delivering self-service content for our app and website
  • Producing scripts and conversation guidelines for our ANZ Plus Coaches to ensure they can provide fast and smooth support
  • Creating consistency across mobile, web and Coach touchpoints
  • Working with SMEs to convert the complexities of home loans and the lending experience into human-language
  • Working with UI, UX and service designers to map customer journeys and create contextual support, focusing on the Buying a Home experience
  • Working within the Content team, you’ll help to ensure all content is consistent across experiences and aligned to the ANZ Plus Tone of Voice

What will you bring?

You’re a UX writer or instructional writer with experience producing support content across multiple channels or customer touchpoints. You have a passion for producing clear and informative content and guiding customers with open and honest language.

  • A strength in simplifying the complex – you can take the intricacies of a digital or process-driven environment and distil what’s important and relevant to the customer
  • An ability to produce customer-centric content that helps to guide and inform customers at every touchpoint
  • Experience working with designers and in digital-product delivery
  • You’re not only interesting in writing and producing content, but also in the complete solution, creating a well-connected and easily navigated support framework – consistent across all channels
  • You can strike a harmonious balance between long term, big-picture thinking and getting things done quickly where needed
  • Experienced in design tools such as Figma (or similar). Slack, Confluence, Jira

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

20/01/2023image, 11.59pm, (Melbourne Australia)

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