Ko Mātou – About Us

Kia Hanga I Te Ao, E Ora Ai, E Tupu Ai, Te Tangata Me Te Kainga. 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

Mō te tūranga - About the role

As a Customer Journey Manager/Service Designer, you’ll play a pivotal role in shaping the future of our digital experiences, working on a fast-paced tech transformation project. You’ll work closely with stakeholders across the bank to build a view of the customer experience aligned to customer needs.

Banking is changing and we’re changing with it, giving our people great opportunities to try new things, learn and grow. Whatever your role at ANZ, you’ll be building your future, while helping to build ours.

Role Type: 18 Months
Role Location: Wellington or Auckland
Work Hours: 37.5 hours with flexibility available

Ka aha tō rā e kite ai - What will your day look like

As a Customer Journey Manager you will:

• Work with key stakeholders across the bank to build a view of the customer experience, aligned to customer needs and key customer journeys and interactions, including areas such as Financial Wellbeing, Vulnerability and other areas of focus as they are identified
• Collaborate to build insights that help understand customer needs and moments that matter along the different customer journeys.
• Identify key gaps or opportunities in our customer experience, and identify what work may be required to address these gaps and opportunities.
• Develop appropriate outputs and frameworks to ensure a consistent approach to customer journey management
• Ensure alignment with other colleagues involved in discovery work such as process specialists, business analysts and business architects.

Ōu Pūkenga - What will you bring?

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

• Strong knowledge of using a broad range of customer research techniques and service design frameworks
• A track record of delivering insights that influence and improve customer experiences
• Strong stakeholder management with the ability to build relationships across cross-functional teams, and influence to ensure strong and valued customer outcomes
• Strong business and digital acumen and the ability to frame customer insights in business terms
• Ability to facilitate internal workshops and stakeholder sessions as well as lead customer journey and design discovery activities
• Experience contributing at a strategic level to developing and refining customer experience journeys
• Influencing skills, including challenging the way we do our business (why and how), being open to new information and ideas and encouraging a diversity of perspectives
• Strong self-motivation and passion for leading change and innovating on behalf of the customer
• Experience working in a financial service business, or other highly regulated environment.
• Knowledge of product management

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.

Te Rā Ōtinga - Job Posting End Date

15/10/2025 , 11.59pm, (NZ)