📌 Core Information
🔹 Job Title: Journey Expert - Customer Communications
🔹 Company: ANZ Banking Group Limited
🔹 Location: Melbourne, Victoria, Australia
🔹 Job Type: On-site
🔹 Category: Banking
🔹 Date Posted: 2025-04-22
🔹 Experience Level: 10+ years
🔹 Remote Status: On-site
🚀 Job Overview
Key aspects of this role include:
- Leading a team of technical specialists and subject matter experts to elicit requirements
- Collaborating with various teams to ensure opportunities for convergence and optimisation
- Providing leadership, guidance, direction, and career development for your team
- Contributing to the development of others within the broader Lending Transformation and Lend and Grow Team
ASSUMPTION: This role requires a high level of strategic thinking, leadership, and collaboration to deliver outcomes that improve both customer and colleague satisfaction.
📋 Key Responsibilities
✅ Lead a team of technical specialists and subject matter experts to elicit requirements, representing the needs of both the business and risk systems
✅ Collaborate with the Business Services and New Zealand Business delivery teams to ensure opportunities for convergence and optimisation are realised
✅ Provide leadership, guidance, direction, and career development for your team
✅ Contribute to the development of others within the broader Lending Transformation and Lend and Grow Team
✅ Work with the Project Management Office to support effective project planning, financial forecasting, and management, resource planning, risk, and issue management
✅ Ensure effective governance of the program across all aspects of delivery, including compliance with ANZ policies and frameworks such as ADF
✅ Support the Change Manager in the development of the change strategy and approach, stakeholder briefings, steering committee updates, and training
✅ Work with leaders within Lend and Grow Forensics and Product to ensure that processes and controls are in place to support compliant, effective product management
✅ Provide advisory to dependent initiatives, systems, and teams to ensure alignment with Commercial portfolio sequencing and strategic objectives
✅ Define and monitor value drivers, looking for opportunities to deliver incremental value to customers and bankers
✅ Contribute to Commercial Governance Forums, including planning, strategy development, and delivery sessions, sharing best practice and ideas with peers
✅ Manage resources and planning, with a view to ensuring optimisation of resources and funding within the team and the broader program of work
ASSUMPTION: This role requires a high level of strategic thinking, leadership, and collaboration to deliver outcomes that improve both customer and colleague satisfaction.
🎯 Required Qualifications
Education: Bachelor's degree in a relevant field (e.g., Business, Finance, or a related discipline)
Experience: Extensive years of experience leading and delivering large complex programs of work
Required Skills:
- Proven track record leading large delivery teams, managing program budgets, and delivering strong financial and customer outcomes
- Strong knowledge of emerging technology, industry platforms, and ecosystems, and best practices related to lending transformation
- Ability to paint a compelling vision to inspire your team, business partners, and vendors
- Deep analytical thinking and capable of making decisions with imperfect information
- Ability to create and execute on a strategy to drive the best customer outcome
- Sound reputation as a people leader, mentor, and coach, with a proven track record of developing new and emerging leaders capable of making an impact at the enterprise level
- Strong understanding of the drivers of success in project delivery, as well as understanding of financial services products and credit processes, with experience working across a delivery lifecycle on an end-to-end basis
- Strong communications skills with an ability to influence and align across a broad range of senior stakeholders across the organisation
- Demonstrable understanding of regulatory requirements and prudential standards related to lending, credit, and the broader financial services industry
- Ability to synthesise multiple sources of information to make sound decisions keeping the customer at the heart of all decisions
- Ability to lead, motivate, and inspire a large and diverse team across multiple jurisdictions
Preferred Skills:
- Experience working in the banking or financial services industry
- Familiarity with ANZ's internal systems and processes
ASSUMPTION: Given the nature of the role, candidates should have a strong background in leading complex programs, with a deep understanding of financial services and lending processes, as well as strong leadership and communication skills.
💰 Compensation & Benefits
Salary Range: $180,000 - $250,000 AUD per year (Based on industry standards for a role of this level and location)
Benefits:
- Health and wellbeing services
- Discounts on selected products and services
Working Hours: Full-time (38 hours per week)
ASSUMPTION: The salary range provided is an estimate based on industry standards for a role of this level and location. The actual salary may vary depending on the candidate's experience and qualifications.
📌 Applicant Insights
🔍 Company Context
Industry: Banking
Company Size: 10,001+ employees (ANZ is one of the top 50 banks in the world)
Founded: 1835 (ANZ has a proud heritage of more than 180 years)
Company Description:
- ANZ has a purpose to shape a world where people and communities thrive
- The company employs more than 50,000 people and has its global headquarters in Melbourne
- ANZ is among the top 4 banks in Australia, the largest banking group in New Zealand and Pacific, and among the top 50 banks in the world
Company Specialties:
- Retail Banking
- Private Banking
- Commercial Banking
- Wealth Management
- Institutional Banking
Company Website: http://www.anz.com
ASSUMPTION: ANZ is a large, established bank with a strong presence in Australia, New Zealand, and the Pacific region. The company offers a wide range of banking and financial services to both individual and corporate customers.
📊 Role Analysis
Career Level: Senior Management
Reporting Structure: The role reports directly to the Head of Commercial Lending Origination
Work Arrangement: On-site (based in Melbourne or Sydney)
Growth Opportunities:
- Potential to grow into a more senior leadership role within the Lending Transformation or Lend and Grow Team
- Opportunities to develop new and emerging leaders within the team
- Chance to gain exposure to various aspects of the business, including commercial banking, risk, and technology
ASSUMPTION: This role offers significant growth potential for the right candidate, with opportunities to develop leadership skills and gain exposure to various aspects of the business.
🌍 Location & Work Environment
Office Type: Corporate office
Office Location(s): 833 Collins Street, Docklands, Melbourne, Victoria 3008, AU
Geographic Context:
- Melbourne is the capital and most populous city in the state of Victoria, with a population of approximately 4.9 million
- The city is known for its vibrant cultural scene, including arts, music, theatre, and food
- Melbourne has a temperate oceanic climate, with warm to hot summers and mild, often rainy winters
Work Schedule: Full-time (Monday to Friday, 9:00 AM to 5:00 PM, with flexibility for the right candidate)
ASSUMPTION: The role is based in Melbourne, with a corporate office environment. The city offers a high quality of life, with a vibrant cultural scene and a temperate oceanic climate. The work schedule is full-time, with some flexibility for the right candidate.
💼 Interview & Application Insights
Typical Process:
- Online application submission
- Phone or video screen with the hiring manager
- Face-to-face or video interview with the hiring panel
- Final round interview with the Head of Commercial Lending Origination
- Reference checks and background screening
Key Assessment Areas:
- Leadership and strategic thinking
- Collaboration and stakeholder management
- Project management and delivery skills
- Domain knowledge in financial services and lending processes
- Regulatory compliance and risk management
Application Tips:
- Tailor your resume and cover letter to highlight your relevant experience and skills for this role
- Be prepared to discuss your leadership style, approach to stakeholder management, and experience with complex program delivery
- Demonstrate your understanding of ANZ's business and the role of Commercial Lending Origination within the organisation
- Showcase your ability to think strategically and make data-driven decisions
ATS Keywords: Lending Origination, Program Delivery, Strategic Planning, Stakeholder Management, Financial Services, Risk Management, Leadership, Team Development, Customer Satisfaction, Lending Transformation
ASSUMPTION: The application process for this role is likely to be competitive, with a focus on leadership, strategic thinking, and domain knowledge in financial services and lending processes. Candidates should tailor their application materials to highlight their relevant experience and skills and be prepared to discuss their approach to leadership, stakeholder management, and complex program delivery.
🛠️ Tools & Technologies
- Microsoft Office Suite (Word, Excel, PowerPoint)
- Project management tools (e.g., Microsoft Project, JIRA, Asana)
- Data analysis and visualisation tools (e.g., Power BI, Tableau)
- Collaboration and communication tools (e.g., Microsoft Teams, Slack)
- Industry-specific software and platforms (e.g., banking and financial services software)
ASSUMPTION: The role requires proficiency in Microsoft Office Suite, project management tools, data analysis and visualisation tools, and collaboration and communication tools. Familiarity with industry-specific software and platforms is also beneficial.
👔 Cultural Fit Considerations
Company Values:
- Integrity
- Respect
- Excellence
- Accountability
- Collaboration
Work Style:
- Collaborative and inclusive
- Agile and adaptable
- Focused on delivering outcomes for customers and colleagues
- Data-driven and innovative
- Committed to continuous learning and improvement
Self-Assessment Questions:
- How do you align with ANZ's company values, particularly in the context of this role?
- How do you approach collaboration and stakeholder management, particularly in a large and diverse team?
- How do you ensure that the customer is at the heart of all your decisions, even when faced with competing priorities?
ASSUMPTION: ANZ values integrity, respect, excellence, accountability, and collaboration. Candidates should demonstrate alignment with these values and be able to work effectively in a collaborative and inclusive environment, with a focus on delivering outcomes for customers and colleagues.
⚠️ Potential Challenges
- Managing a large and diverse team across multiple jurisdictions
- Balancing the needs of various stakeholders, including business partners, vendors, and internal teams
- Navigating a complex and evolving regulatory environment
- Ensuring effective governance and compliance with ANZ policies and frameworks
- Keeping up with emerging technology and industry trends in lending transformation
ASSUMPTION: This role presents several challenges, including managing a large and diverse team, balancing stakeholder needs, navigating a complex regulatory environment, ensuring effective governance, and staying up-to-date with emerging technology and industry trends.
📈 Similar Roles Comparison
- This role is unique in its focus on Commercial Lending Origination and its strategic importance to ANZ's Commercial Australia Strategy
- Unlike other roles in Lending Transformation or Lend and Grow, this role requires a strong understanding of emerging technology, industry platforms, and ecosystems, as well as best practices related to lending transformation
- Career progression in this role may lead to more senior leadership positions within the Lending Transformation or Lend and Grow Team
ASSUMPTION: This role is unique in its focus on Commercial Lending Origination and its strategic importance to ANZ's Commercial Australia Strategy. While it shares some similarities with other roles in Lending Transformation or Lend and Grow, it requires a strong understanding of emerging technology, industry platforms, and ecosystems, as well as best practices related to lending transformation.
📝 Sample Projects
- Leading a team to deliver a major lending origination platform, ensuring alignment with the Commercial Australia Strategy
- Collaborating with various teams to optimise opportunities for convergence and improve customer and colleague satisfaction
- Developing and implementing a change strategy and approach, including stakeholder briefings, steering committee updates, and training
ASSUMPTION: This role involves leading complex projects, collaborating with various teams, and developing and implementing change strategies. Candidates should have experience in these areas and be able to demonstrate their ability to deliver successful outcomes.
❓ Key Questions to Ask During Interview
- How does this role fit into the broader Lending Transformation and Lend and Grow Team strategy?
- What are the key priorities for this role in the first 90 days?
- How does the hiring manager see this role evolving over time?
- What are the key challenges facing the team, and how can this role help address them?
- How does ANZ support the professional development of its employees, particularly in leadership and management skills?
ASSUMPTION: Candidates should ask thoughtful questions to demonstrate their interest in the role and gain a deeper understanding of the organisation and its priorities.
📌 Next Steps for Applicants
To apply for this position:
- Submit your application through the ANZ Careers website
- Tailor your resume and cover letter to highlight your relevant experience and skills for this role
- Prepare for interviews by researching ANZ's business, the role of Commercial Lending Origination, and your approach to leadership, stakeholder management, and complex program delivery
- Follow up with the hiring manager one week after your final interview to express your continued interest in the role
- If you are offered the position, consider negotiating your salary and benefits package, taking into account your experience and qualifications
⚠️ This job description contains AI-assisted information. Details should be verified directly with the employer before making decisions.
