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Analyst - Customer Security & Scams Education (12 months Fixed Term Contract)

Analyst - Customer Security & Scams Education (12 months Fixed Term Contract)

Req ID:  25916
Department:  SOII - Philippines (PH7929772)
Division:  Group Technology (T77000)

About the role

  • Significantly contribute to ANZ’s Purpose and Strategy
  • Opportunity to work in a fast paced, performance driven environment
  • Highly engaged culture aiming to support your development

Role Location: MDC 100 Building, Eastwood City, Libis, Quezon City, Philippines
Role Type: 12 months Fixed Term Contract


The Analyst deeply understand the business environment to refine requirements to increase the quality and efficiency of the solutions being delivered by the squad. Analysts translate business problems into user stories or acceptance criteria, getting to the heart of customer needs

Customers and bankers name cybercrime and scams amongst their top concerns today, education support is essential to building and maintaining trust in ANZ services.  Increasing, government, industry and likely legislative reform make it more important than ever that ANZ plays a role in raising awareness of evolving threats and enables customers to manage their finances securely in an increasingly online world.

The Analyst will create key processes and stakeholder engagement models to ensure consistent, repeatable and sustainable methods for engaging, educating and influencing secure behaviours across all customer segments 


The role will support delivery and measurement of key initiatives to support the Customer Cybersecurity & Scams strategy across ANZ to build trust and confidence in ANZ and to enable and encourage customers to use digital financial channels securely


This role is also accountable for:


  • Supporting the development, delivery and measurement of resources and services to help customers get on top of their cybersecurity & scams by making it simple and easy to understand and action 
  • Work closely with the Product Owner and squad members to analyse the impact of data driven initiatives to reduce customer susceptibility to cyber and scam events 
  • Support the squad in developing user personas to understand customer and frontline banker needs 
  • Measure and analyse data and feedback to understand the success of initiatives to help inform the squads mission
  • Support the Product Owner in engaging with key stakeholders, and defining engagement models to support reach and impact of resources across the Group (including creative, translation etc services)
  • Developing repeatable and sustainable processes for consistent delivery of customer education across the bank


What will you bring to this role?


  • Understanding of business & technical landscape
    • Knowledge of business functions, and the technical systems / applications that support these business functions
  • Analytical Thinking
    • Ability to apply critical thinking. 
    • Define requirements and measure success through the eyes of the customer 
    • Ability to prioritise and respond to production incidents following appropriate procedures
  • Communication & Facilitation Skills
    • Good communication skills, both written and oral, to communicate business analysis outcomes 
    • Ability to contribute to workshops with stakeholder groups
  • Continuous Improvement
    • Contribute to Guild team meetings 
    • Have a passion to learn and eager to expand areas of expertise including learning new elicitation techniques 
    • Identify improvements in current processes
  • Plan and manage analysis outcomes
    • Ability to manage own work and contribute to team planning and estimating (ie. Analysis outcomes, incidents, problems and work request)
  • Elicit business and solution requirements to translate customer needs & business goals
    • Ability to define User stories and Acceptance criteria to meet business outcomes and customer demands 
    • Able to articulate business and customer drivers relevant to the work at hand
  • Maintain Traceability
    • Ability to ensure traceability from requirements back to strategic alignment
  • Application of Analysis Techniques
    • Ability to apply some elicitation techniques to define requirements that articulate business needs 
    • Experience with writing user stories, behaviour driven development and acceptance test driven development
    • Experience developing processes 
  • Project management certification and process mapping 
  • Experience in Cyber Security is desirable, not required – but mainly strong interest in and affinity for Technology


Good to have knowledge, skills, and experience:


  • Analysts are likely to do these Types of Work:
    • Business Analysis - Translating business requirements into solutions by understanding needs, feasibility and impact.
    • Data Analysis - Translating data into insights and using it to make better business decisions and to deliver customer/user centric solutions
    • Quality Assurance - Ensuring the quality and viability of working solutions through quality practices and rigorous testing with a customer centric focus.
    • Researching - Undertaking qualitative, quantitative and desktop research to uncover actionable insights that can improve solutions and identify new opportunities.
    • Solution Design - Designing technical and non-technical solutions to resolve a problem or meet a customer need.
    • Systems Analysis - Translating business requirements into IT solutions by understanding needs, feasibility and impact.
  • While some Analysts may do these Types of Work:
    • Business Process Re-engineering - The redesign of core business processes to achieve dramatic improvements in productivity, cycle times and quality. 
    • Delivery Management - The practice of initiating, planning, executing, controlling, and embedding an initiative, product, program, campaign or change to achieve a set of objectives or outcomes (for customers, employees, the organisation and/or the market). This includes identifying, tracking, resolving and managing dependencies. 
    • Relationship Management - Building, maintaining and influencing relationships to achieve mutually beneficial outcomes.
    • Change Management - Preparing, equipping and supporting people to successfully adopt change to drive organisational outcomes. 
    • Communications - Using a variety of media, channels and strategies to convey meaning and ideas to inform, educate or drive action. While we all communicate on a daily basis, this Type of Work specifically applies where you are designing and executing communication plans and activities.
    • Content Design - Creating, updating and reviewing content for an end-to-end user journey.
    • Strategy Development - Creating a purpose, mission and/or plan to achieve long term goals and objectives. This might include strategy relating to: customers, workforce, segments, brand etc.
    • Service Design - Planning and organising people, process, infrastructure and material components of a service. The goal is to improve its quality, efficiency and the interaction between the service provider and the end user


About ANZ

At ANZ, everything we do boils down to ‘why’ – our purpose – to shape a world where people and communities thrive. We're just as focused on seeing our people thrive as well as our customers. We'll give you every opportunity to develop your career.

We are responding faster to changing customer requirements, focusing on the things that matter the most, energising our people, eliminating waste and reducing bureaucracy.

A happy workplace is a thriving one. So in order to attract and keep the best talent, and say thanks for the hard work, we make sure all our employees are rewarded.

We work flexibly at ANZ and encourage you to talk to us about how this role can be flexible for you and 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


Posting will end on 30 March 2023.

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