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Customer Journey Manager

ANZ Banking Group Limited · Auckland

Nouveau
🇬🇧 English

Description du poste

About the role

The Customer Journey Manager will join ANZ’s Customer Experience & Design Centre of Excellence to lead the end‑to‑end design and improvement of key customer journeys across the bank. Working on a large‑scale transformation, you will translate customer insights into actionable improvements that balance regulatory, business and customer needs.

Key responsibilities

  • Define and embed a consistent approach for managing and improving customer journeys across the organisation.
  • Partner with business stakeholders to map, analyse and connect critical customer journeys, creating a clear view of the end‑to‑end experience.
  • Turn research and insight data into concrete actions, identifying moments that matter and prioritising improvements.
  • Identify gaps, pain points and opportunities, and work with product and delivery teams to implement changes that deliver the greatest impact.
  • Co‑create and maintain customer‑experience roadmaps, aligning teams around shared priorities and supporting delivery of key initiatives.
  • Champion a customer‑first mindset, influencing decisions and embedding customer centricity in design and delivery processes.

Required profile

  • Strong analytical mindset with the ability to synthesize data and customer feedback.
  • Excellent stakeholder management and communication skills.
  • Experience in leading journey‑mapping or customer‑experience projects, preferably in a financial services environment.
  • Ability to balance regulatory, business and customer considerations.

Required skills

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    ANZ Banking Group Limited

    Auckland