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 in our Customer Experience Tribe, you’ll play a key role in supporting the CX and Design Leads in building and maintaining an enterprise-level CX roadmap. You will actively participate in shaping outcomes, experiences and propositions that are balanced from a customer, regulatory and business perspective. You will be a strong advocate for customers across the bank, influencing key stakeholders to keep the customer top-of mind in decision making.

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: Auckland or Willington
Work Hours: Full Time (Hybrid)

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

• In conjunction with CX and Design Leads, develop an approach and appropriate frameworks to ensure consistency around customer journey management
• Working 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
• Work with Senior Customer Insights Manager and the research chapter to build insights to help understand customer needs and moments that matter along the different customer journeys.
• Identification of key gaps or opportunities in our customer experience
• In conjunction with relevant CX and Design Leads, identify and define work that may be required to address gaps/opportunities
• In conjunction with relevant CX and Design Leads build a customer experience roadmap for key journeys to engage with the business on opportunities
• Management of relevant actions from roadmap
• Work closely with the Process CoE to ensure alignment of work across the two CoEs
• Building of customer centricity across the bank

Ōu Pūkenga - What will you bring?

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

• Stakeholder management - ability to build relationships across cross-functional teams and influence to ensure strong and valued customer outcomes
• Works autonomously on complex tasks, collaborates effectively as part of a team
• Ability to facilitate in internal workshops and stakeholder sessions as well as lead customer journey and design discovery activities
• Knowledge of using a broad range of customer research techniques, frameworks and tools
• 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
• Deals with complex situations holistically and clearly represents consolidated findings after considered analysis
• Strong business and digital acumen and the ability to frame customer insights in business terms.
• Experience contributing at a strategic level to developing and refining customer experience journeys.
• 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)