• Job Description

  Req#: 51268

  About the role

  At ANZ our purpose is to shape a world where people and communities thrive. We’re making this happen by improving our customers’ financial wellbeing so they can achieve incredible things – be it buying their home, building a business or saving for things big or small.

  The Senior Insights Manager is responsible for developing and sharing actionable insights to build understanding of ANZ’s consumers and their channel, product, and service interactions, and the determine the impact of business initiatives on customer experience. Responsible for influencing decision makers/key stakeholders across the Bank to use data and insights in their decisions. This role is critical to ensure the voice of the customer is heard across all areas of the Bank, both front and back of house.

  • Develop and lead an effective customer insights programme of work that effectively informs business decisions across the bank.
  • Collaborate with a wide range of people to understand business insights requirements and then working with the Senior Research Manager, the Insights Manager, CX Analysts and other researchers across the CX and Design CoE, design, brief and implement new customer insights projects.
  • Work with Customer Journey Manager to build insights to help understand customer needs and moments that matter along the different customer journeys.
  • Working with Insight Manager, develop customer insights process and framework to confidently leverage multiple customer insights methods to deliver practical and useful insights to support key stakeholders and the delivery of CX strategy.
  • Identify gaps in customer insights and develop customer insights roadmap. Work with Data and Analytics teams to determine additional data sources required to build a single view of customers.
  • Working with Insights Manager and other CoE members, facilitate workshops to assist the business determine the “so what” from customer insights you have built.
  • Leverage customer research and operational data to proactively identify business opportunities and gain internal support to act upon these opportunities.
  • Contribute to team resourcing planning.
  • Provide coaching and support for CX analysts and the Insight Manager in the Impact and Regulation team.

  What will you bring?

  We will always encourage and support professional development, and at ANZ we are focused on people bringing a growth mindset to their approach to work. However, there are some essential skills that will be required for the successful person, and these include:

  • Strategic thinking skills, with ability to connect dots across a multitude of business areas and insight sources.
  • Leverage strong command of research acumen and commercial business knowledge to illuminate actionable insights and recommendations.
  • Analytical and curious, with the ability to draw out insights from multiple data sources and to frame customers insights in business terms.
  • Exceptional story telling abilities, to transform complex data into action-able insights.
  • experience in successfully managing senior stakeholders including NZLT level, with crisp, focussed and effective communication and an ability to bring insight and add value decision making conversations.
  • Exceptional relationship management skills and experience in collaborating with diverse groups. You will also be able to demonstrate the ability to actively adapt your approach to suited a given audience, or problem.
  • Highly developed research, analysis, and problem-solving skills
  • Creative and innovative in your approach to insight, able to think laterally and contribute effectively to designing compelling insights systems.
  • Multi-tasking, adaptable and commercially savvy
  • Strong project management and prioritization skills to meet demands and timeframes, with experience applying these skills within in large complex organization using a pragmatic and logical approach to deliver effective outcomes.

  So, why join us?

  There’s something special about being part of ANZ. From the moment you join us, you’re part of a team working towards a common goal: improving the financial wellbeing and sustainability of our millions of customers.

  As a Purpose-led bank, we’ve committed to delivering commercial and societal outcomes across environmental sustainability, financial wellbeing and household affordability. We deliver these sustainability commitments with our customers, in our business and across the communities where we operate.

  But it’s not just our customers who’ll feel your impact. You’ll feel it too. Because at ANZ, you’ll have the resources and community you need to take the next big step in your career, towards even bigger things in the future.

  We offer a range of benefits tailored to the countries in which we operate including Health and Wellbeing programs and flexible working arrangements.

  You’ll also enjoy working in a diverse and inclusive workplace where the different backgrounds, perspectives and life experiences of our people are celebrated. We encourage you to talk to us about any adjustments you may require to our recruitment process or the role itself. If you are a candidate with a disability, let us know how we can provide you with additional support.

  To find out more about working at ANZ or to view other opportunities visit www.careers.anz.com. You may apply for this role by visiting ANZ Careers and searching for reference number 51268.

  Job Posting End Date

  12/10/2023 , 11.59pm, (Melbourne Australia)

• About the company

  The Australia and New Zealand Banking Group Limited is an Australian multinational banking and financial services company headquartered in Melbourne, Victoria.

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