Senior Manager, Customer Experience & Lifecycle Management

Job title: Senior Manager, Customer Experience & Lifecycle Management

Company: ANZ

Job description: About UsAt ANZ, we’re shaping a world where people and communities thrive, driven by a common goal: to improve the financial wellbeing and sustainability of our millions of customers.About the RoleThe Senior Manager of Customer Experience & Lifecycle Management is responsible for defining and overseeing the execution of improvements to the end-to-end customer experience. This role will also have ownership of customer propositions and journeys across Home Loans to drive acquisition, engagement and retention. They will ensure a smooth omni-channel customer experience through origination and engagement working closely with senior leaders all across Home Loans and the Retail Division.This role will will be a champion for Home Loans customers across their lifecycle, driving meaningful improvements to their experience. This role will also work closely with our data teams to significantly uplift our behavioural analytical capability to improve engagement across the end-to-end lifecycle of future, current and past Home Loans customers, informed by customer data and research.Role Type: Permanent Full Time
Role Location: 833 Collins St, Docklands VIC 3008
Work Hours: 40 HrsWhat will your day look like?The Senior Manager, Customer Experience & Lifecycle Management role is a Leadership role within the Home Loans Portfolio, a business of ~1m customers,
$310b lending FUM and thousands of staff across the end-to-end businessAs a Senior Manager, Customer Experience & Lifecycle Management, you will:

  • Shape and execute the Home Loans lifecycle management approach, working across Retail to progress our customer lifecycle experience (from saving for a home, to origination to ongoing servicing and eventually to paying out their loan/selling their house).
  • Oversee all change that impacts the customer experience across end-to-end Home Loans
  • Develop, shape and enable execution of end-to-end Home Loans customer propositions and go-to-market in collaboration with Data, Marketing and the origination channels. Set priorities for personalised Home Loan experiences. Plan, coordinate and deliver structured improvements to the customer experience
  • Develop our suite of end-to-end customer journeys/experiences (omni-channel) across the customer lifecycle (e.g. pre-application through to settlement and servicing), to drive acquisition and retention, in consultation with CSO and Customer Engagement
  • Drive significant uplift to our customer behavioural analytics across all channels, to drive improved engagement across the end-to-end lifecycle of a Home Loans customer (i.e. helping them save, helping them buy, helping them own, helping them pay off and/or downsize)
  • Work with the Marketing to design and execute on uplifted engagement communications across the customer lifecycle
  • Compile, synthesise and monitor relevant data sources (e.g. NPS, complaints, external research) to generate customer insights and competitive benchmarking. Transform these insights into actionable improvements in the ANZ customer experience
  • Ownership of Home Loans externally facing customer content
  • Deliver changes to customer experience in a well-managed fashion, removing risk where possible and with a bias to automation and system-based controls

What will you bring?To grow and be successful in this role, you will ideally bring the following:

  • Demonstrable experience in customer/frontline strategy development
  • Demonstrable experience designing and delivering customer propositions in a Home Loans business
  • Demonstrable experience in designing and executing on omni-channel customer journeys
  • Proven ability to execute compelling tactical campaigns to drive to defined business objectives
  • Proven understanding of the end-to-end customer home buying journey
  • Extensive experience in governing customer and banker change across a value chain
  • A proven history as a customer champion, who puts customers at the centre of all journeys
  • A demonstrated history of continuous improvement monitoring and execution

You’re not expected to have 100% of these skills. At ANZ a growth mindset is at the heart of our culture, so if you have most of these things in your toolbox, we’d love to hear from you.So why join us?From the moment you join ANZ, you’ll be doing meaningful work that will shape a world where people and communities thrive.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, opportunities, and support you need to take the next big step in your career.We’re a diverse bunch at ANZ in different roles, different locations, doing different things. That’s why we have a range of flexible working arrangements, so our people can ‘make work, work for them’. We also provide a range of benefits including access to health and wellbeing services and discounts on selected products and services from ANZ and more.At ANZ, you’ll be part of an organisation where the different backgrounds, perspectives and life experiences of our people are celebrated. That’s because we’re committed to building a workplace that reflects the diversity of the communities we serve. We welcome applications from everyone and 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 or access requirement, let us know how we can provide you with additional support.To find out more about working at ANZ, visit . You can apply for this role by visiting ANZ Careers and searching for reference number 71005.Job Posting End Date25/07/2024 , 11.59pm, (Melbourne Australia)

Expected salary:

Location: Melbourne, VIC

Job date: Fri, 19 Jul 2024 22:22:21 GMT

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