Chapter Lead, Customer Analytics & Outcomes

Key Skills

Agile methodologies, Data science techniques, Leadership Skill, Machine learning techniques, Python Programming, R Programming, SAS, SPSS Statistics, SQL

Job Description

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.

Our newly formed Financial Wellbeing, Research and Design (FWRD) team will accelerate ANZ’s purpose of shaping a world where people and communities thrive and our ability to improve financial wellbeing through three distinct components:

• Financial Wellbeing: Delivering better customer and commercial outcomes by supporting the delivery of purpose driven products, services, and experiences.
• Research: Improving our understanding of financial health, human financial decision making and promising global innovations.
• Design: Applying world class human centred design principles and capabilities to deliver customer centric propositions, services, and experiences.

The role reports to the head of Customer Research & Analytics, ensuring ANZ develops the measurement science of and around financial wellbeing and measures the efficacy of various experimental design interventions on improving FWB behaviours.

Role Location: 833 Collins Street, Docklands.

Role Type: Permanent, Full time

What will your day look like

1. Financial wellbeing measurement:

• Collaborate with internal & external experts (Behavioural Science & Financial Wellbeing) to understand business strategy and requirements to Lead the development roadmap of the FWB measurement and analytics at ANZ Bank.
• Manage, determine, and ensure the quality and priority of the FWB analytics and measurement epics through the sprint planning process with offshore data teams.
• Growing our capability to measure financial wellbeing in absolute terms and attribution to specific experiences, treatments, and messages.
• Embedding financial wellbeing measurement and attribution methods into ANZ Retail’s strategic core customer attributes and common tools and techniques.
• Collaborating with internal teams to make available FWB data assets, tools & IP available in the customer experience.

1. Execution on strategy & objectives:

• Collaborate with other teams in the bank to source and construct a layer of monitoring that will provide ANZ Retail an understanding of how well we are executing on our strategy and achieving our objectives via our Retail product & service proposition. Including:
• Sourcing the appropriate market intelligence sources from 3rd parties, reporting and synthesising with relevant internal sources to provide a critical assessment of our performance.
• Utilize the appropriate market intelligence sources and internal sources to provide one-off reviews of “what we know about x” for one internal project to be utilised as inputs for the design and creation of customer, product & services propositions, and experiences.

1. Voice of customer:

• Oversee the internal customer feedback programs for Australia & New Zealand. This includes scoping & prioritising work for the offshore survey programming squads to deliver.
• Ensure the quality of program execution and outcomes, including dashboard reporting, program direction/development and efficiency & productivity. 
• Collaborate with other members of CRAI provide online surveys and analysis in prioritised one-off projects.

What will you bring?

Financial Wellbeing is a relatively new field. You may be working in Financial Wellbeing or an adjacent area. You might be working in analytics, data science or applied social research in any one of several domains such as Marketing, Economics, Product or Customer analytics, Social Research, Psychology or Strategy. Whatever domain you are coming from, you will bring the following skills: 

• Demonstrable experience in using data to generate knowledge and though leadership and consequential projects/insights. 
• Demonstrable experience (10 years +) in statistics, experimental design and/or machine learning. 
• Experience in customer experience & marketing performance measurement. 
• A background in “hands-on” data analysis & research at some stage in your career journey (e.g., programming skills in Python, R, SAS, SPSS, SQL is welcome) 
• A background and understanding of complex data environments. 
• Experience leading, coaching, and developing high performing teams of analysts & researchers 
• Experience and comfort working in scaled agile. 
• Stakeholder management with senior business leaders and their teams. 
• Confident and effective verbal, written and presentation (story telling) skills to all audience levels. 
• Experience in financial services and financial wellbeing 
• Post graduate qualifications “by Research” appreciated. 

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?

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.

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 39530