Journey Expert

**Req ID**: 40149

**Department**: AR ANZx Digital Portfolio

**Division**: Australia Retail

**Location**: Bangalore
About the role

At ANZ our purpose is to shape a world where people and communities thrive and to achieve this, we need a talented Journey Expert to join our team. The Business Platform Services Tribe drives the delivery of exceptional digital business services that power and enable our customers, bankers and partners to self-serve for simpler banking.
Our Tribe mission is to provide reliable, reusable and secure digital platform services that enable easier banking for our customers, bankers and partners.
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.

What will your day look like

The journey expert role is very broad and diverse; however we are primarily looking for experience in Business Analysis. Depending on the area/squad you are working in, your role could also be involved in 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 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;
- 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
- 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

So, why join us?

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Job Posting End Date

, 11.59pm, (Melbourne Australia)