Customer Journey Manager

About the role

ANZ is hiring a Customer Journey Manager for its Customer Experience Centre of Excellence, based in Auckland or Wellington. The role brings a clear, connected view of customers' journeys, mapping and evolving key journeys, turning insights into improvements that balance customer outcomes with regulatory and business priorities. It is a permanent, full-time position of 37.5 hours.

Key responsibilities

• Shape and embed consistent approaches to managing and improving customer journeys across ANZ
• Partner with stakeholders to map and connect key customer journeys end to end
• Turn customer insights and research into action, identifying the moments that matter most
• Identify gaps, pain points and opportunities and work with the business to prioritise them
• Co-create and drive customer experience roadmaps, aligning teams around shared priorities
• Champion a customer-first mindset and influence decisions to embed customer centricity

Required profile

• Ability to build trusted relationships across the bank and influence stakeholders
• Confidence working through complexity, balancing independent thinking with collaboration
• Experience leading workshops and discovery sessions using CX research techniques, frameworks and tools
• Willingness to challenge thinking and embrace new ideas
• Business and digital acumen, able to turn customer insights into commercially relevant recommendations
• Passion for customer-led change, with experience designing and evolving customer journeys at a strategic level

You do not need to have all these skills; a growth mindset is valued. Flexible working arrangements are available, and the application closes on 15 November 2026.