Journey Expert

2 weeks ago

Bengaluru, India ANZ Banking Group Full time

About the role

As a Journey Expert your role is to optimise end-to-end customer journeys and improve the customer experience by devising innovative solutions, services, products or propositions in line with the bank’s governance and risk requirements.

The journey expert role is very broad and diverse. Depending on the area/squad you are working in, your role could be accountable to do a combination of the below:
Business Analysis - Translating business requirements into solutions by understanding needs, feasibility, and impact. [Insert accountability
Change Management - Preparing, equipping and supporting people to successfully adopt change to drive organisational outcomes.
Solution Design - Designing technical and non-technical solutions to resolve a problem or meet a customer need.
Business Process Re-engineering - The redesign of core business processes to achieve dramatic improvements in productivity, cycle times and quality
Researching - Undertaking qualitative, quantitative and desktop research to uncover actionable insights that can improve solutions and identify new opportunities.
Communications - Using a variety of media, channels and strategies to convey meaning and ideas to inform, educate or drive action. While we all communicate on a daily basis, this Type of Work specifically applies where you are designing and executing communication plans and activities.
Strategy Development - Creating a purpose, mission and/or plan to achieve long term goals and objectives. This might include strategy relating to: customers, workforce, segments, brand etc
Relationship Management - Building, maintaining and influencing relationships to achieve mutually beneficial outcomes.
What will your day look like
- Partner with squad Product Owner to validate requirements and priority and ensure alignment to value
- Create neat and detailed user stories for the features as agreed to be in analysis scope for the sprint
- Partnering with the Product Owner, Engineers and other people in your squad to uncover dependencies and validate boundaries and sequencing of User Stories
- Collaborates with squad members such as solution architect and engineers to understand and translate business requirements into workable technology outcomes for the squad.
- Leverage tools for optimal collaboration (across geographies) and knowledge gain / sharing on the new or existing features
- Creates estimates and continuously review the scope within the individual squads
- Identify opportunities for continuous improvement and implement solutions to perform more effective and efficient analysis
- Provide ongoing support for the platform as required e.g. problem / incident management, including enterprise release support
- Optimise workflow management to ensure traceability back to strategic alignment of the feature / epic.
- Verify and validate what is in production (especially before and after changes)
- Working solution demonstrations / showcases to the squad members, tribe or even external stakeholders
- Contributing to the growth and development of yourself and others within your Chapter

What will you bring?

First and foremost we are looking for passionate people who are problem solvers (who put the customer at the heart of everything we do), with analytical minds that can think creatively and solve complex problems. From here you will bring;
- Deep business analysis skills, including elicitation techniques and the ability to define requirements in complex and challenging environments
- Experience defining integration requirements and a sound understanding of APIs/web services and systems integration
- Proven experience working in Digital and/or Agile environments
- Ability to define and articulate business and customer needs and drivers to inform decision making, assess and design solution outcomes & identify capability gaps (people, process and technological)
- Ability to explore customer needs in a data-driven way, develop and implement innovative solutions, test the outcomes, and iterate
- Ability to analyse current identity experiences, identify gaps and define target value propositions - ensuring both simple and secure outcomes are delivered
- Deep identity and system audit domain knowledge, business acumen and commercial mindset to define solution designs, development standards and patterns that adhere to architecture blueprints and technology roadmaps
- Ability to guide and coach the squad to follow the NWOW/Agile/Scrum principles and practices that work best for the team, helping everyone understand the theory, practices, principles and values of Agile Delivery through servant leadership
- Ability to lead the coordination of design activities across Squad/s and/or Technology Areas

You ‘may also have’ the following additional skills (desired / highly regarded, but not mandatory):

- Previous experience on Identify & Access Management platforms e.g. ForgeRock, PING etc

Job Posting End Date

16/01/2023, 11.59pm, (Melbourne

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