Journey Expert

3 weeks ago

Bengaluru, India Australia and New Zealand Banking Group Limited (ANZ) Full time

Journey Expert

Journey Expert

Req ID: Department: Tech Institutional Digital Banking Operations Doma Division: Technology Location: Bengaluru

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. 

As a Journey Expert, you will optimise end to end customer journeys, and improve the user/customer experience by designing innovative solutions. They utilise a broad range of visualisation techniques covering scope, progress, process, working closely with cross tech area, cross domain squad members to ensure outcomes meet customer expectations.

Our mission is to enable excellent customer service by providing a Digital Offering to Institutional Operations spanning the Digital Backbone, Customer Data Salesforce, AI/ML and Digital Self Services. We are passionate about delivering robust, consistent and enhanced product features to radically improve the Institutional customer and user experience.

Job Location : RMZ Eco World

Job Type : Permanent

What will your day look like

Works as a senior member in collaborative teams to analyse problem statements, data structures, business processes and design innovative solutions Uncover customer needs and ensure they are represented in the design of solutions Define and contribute to holistic end to end and strategic solutions that align with technology data flows and business processes Utilises best practices to gather requirements in order to build and verify solutions in the most efficient ways, enhancing tech division capabilities  Implements a culture within the Tribe and the Chapter, encouraging best practices around business analysis and requirements gathering Understand business architecture and processes to continuously improve, simplify and deliver a better customer experience across Institutional  Provide post release warranty and heightened awareness support for platforms  Mentor and coach junior members of the Analyst Chapter and provide support to help their growth Ability to effectively manage streams of work in different phases of delivery

What will you bring?

At least 10 years working experience in Markets or Institutional Technology, with direct interaction with senior business stakeholders  Experienced in one or more roles previously eg: Front to Back Analyst, Integration Management, System Analyst, Testing team, Business analysts, Change Management, data migration.  Experienced working with end to end flows across Customer on-boarding process and architecture groups developing scalable and supportable solutions.  Strong knowledge of KYC & E2E customer on-boarding process for Institutional customer. Understand customer needs to make sound judgments that balances risk against the need to deliver change under tough targets Pays attention to the detail and demonstrates problem solving capability to develop and deliver quality solutions  Understanding of current state landscape and relevant technologies to shift to viable future state

Specialised Skills:

Solid understanding of business domain (Institutional) and how data / business process mapping co-exist to provide a positive user and customer experience Working directly with the business SMEs to manage data mapping/migration of data across multiple systems, and problem solve end to end e.g. define at a detail level how KYC Data; Customer/Credit/Legal Hierarchies co-exist across multiple systems Core to aligning on data strategy – working with project/technology to drive forward our agenda on Sources of Truth / Kafka / API / Data Ownership (do you want to remove this?) Solid understanding of end-to-end behaviour of enterprise applications, from front end through to database, authentication and access control ( Would you really need this given there are SME’s already on the team, may be worth to say this is “good to have skills”) 

So, why join us?

ANZ is a place where big things happen as we work together to provide banking and financial services across more than 30 markets. With more than 7, people, our Bengaluru team is the bank’s largest technology, data & operations centre outside Australia. In operation for over 33 years, the centre is critical in delivering the bank’s strategy and making an impact for our millions of customers around the world. Our Bengaluru team not only drives the transformation initiatives of the bank, it also drives a culture that makes ANZ a great place to be. We’re proud that people feel they can be themselves at ANZ and 90% of our people feel they belong. 

We know our people need different things to be great in their role, so we offer a range of flexible working options, including hybrid work (where the role allows it). Our people also enjoy a range of benefits including access to health and wellbeing services.

We want to continue building a diverse workplace and welcome applications from everyone. Please 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 requirements, let us know how we can provide you with additional support.

Job Posting End Date

20/05/, 11.59pm, (Melbourne Australia)

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