Customer Journey Manager

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