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Journey Experts (Process, Change & Implementation) – Home Lending Tribe
Role Location: 833 Collins Street, Docklands VIC 3008 Role Type: 12 month Fixed Term Contract *Multiple opportunities available
The purpose of the Home Lending 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.
Who are you?
A team player – You know we only win if we all win. You recognise and value the different perspectives and skills your colleagues bring. It is not about being a hero but jumping in and contributing to the successful delivery of the team's mission
The customer's biggest fan – You demonstrate a thirst for better understanding the customer and define the problem and develop solutions through their eyes
Comfortable being uncomfortable – You are comfortable with uncertainty and have the ability to effectively manage yourself through ambiguity and change
Continuous improvement junkie – You constructively challenge the status quo, look for better ways to do things and passionately advocate continuous improvement
Committed to your own and other's growth – You strive to stretch and grow yourself and others by identifying your own development areas, seeking feedback and providing feedback to others to help them learn and grow everyday
A problem solver – You are energised by tackling complex problems and use critical thinking, your network, skills, knowledge, and available data to drive better outcomes for our customers and the bank
Commercially and Tech curious – You have a wide-angled lens. You are curious about what's happening in the external market and in emerging trends and innovations (technological and otherwise) and how we use this information to better inform our discussions and actions
Risk savvy – You build sustainable solutions that protect customers, stakeholders and the community
What you bring to the Home Lending Tribe?
Demonstrable Home Lending, Operations and/or Frontline experience.
Ability to develop training materials, document procedure guides, update collaterals and 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.
Detailed knowledge of process mapping/analysis tools and techniques.
Strong willingness to learn and be immersed in ANZ's New Ways of Working.
Comprehensive understanding of a range of problem solving techniques.
Excellent stakeholder management skills, with strong influencing and relationship building ability.
Proactively identifying and assessing risks and complying with risk management processes and policies.
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.
To find out more about working at ANZ or to view other opportunities visit www.anz.com/careers. You may apply for this role by visiting ANZ Careers and search for reference number AUS102235.
Internal Number: 6108182
eFinancialCareers is a career site specializing in financial services.