Change Specialist, Home Lending (Journey Expert)

Short Summary: This role is for a Change Specialist that has a strong understanding of home lending and delivery of projects within this domain of retail banking.

  • Join the Home Owners Tribe and be part of ANZ’s Agile New Ways of Working
  • This role is for a delivery champion that thrives working in a multidisciplinary team
  • Work in a supportive environment that focus not just on outcomes but on the development and passion of it Tribe members.

First, a bit about ANZ
At ANZ, everything we do boils down to ‘why’ – our purpose – to shape a world where people and communities thrive. We're just as focused on seeing our people thrive as well as our customers.
We are responding faster to changing customer requirements, focusing on the things that matter the most, energising our people, eliminating waste and reducing bureaucracy.
This position is based in our Home Owners Tribe. Our tribes’ mission is to make ANZ the best bank for people who want to buy, own or sell a home.”
This position is referred to as a Journey Expert in our NWOW universe. You will be responsible for optimising existing end-to-end customer journeys and improve the customer experience by devising new, innovative solutions, services, products or propositions.
Your focus will be on change implementation; particularly relating to home lending policies and processes. You will work with your squad members to analyse complex information, assess impacts and plot a course forward to implement the changes. To be successful in this position you will need strength in developing processes using data and banker input to provide the best outcome for the customer.
Who are you?

  • A team player – You know we only win if we all win. You recognise and value the different perspectives and skills your colleagues bring. It is not about being a hero but jumping in and contributing to the successful delivery of the team’s mission
  • The customer’s biggest fan – You demonstrate a thirst for better understanding the customer and define the problem and develop solutions through their eyes
  • Comfortable being uncomfortable – You are comfortable with uncertainty and have the ability to effectively manage yourself through ambiguity and change
  • Continuous improvement junkie – You constructively challenge the status quo, look for better ways to do things and passionately advocate continuous improvement
  • Committed to your own and other’s growth – You strive to stretch and grow yourself and others by identifying your own development areas, seeking feedback and providing feedback to others to help them learn and grow everyday
  • A problem solver – You are energised by tackling complex problems and use critical thinking, your network, skills, knowledge, and available data to drive better outcomes for our customers and the bank
  • Risk savvy – You build sustainable solutions that protect customers, stakeholders and the community

What you bring?
First and foremost we are looking for passionate people who are creative, passionate and who want to live and breathe our new ways of working. From there you will have:

  • Demonstrable experience working in a complex environment and implementing change in a meaningful way.
  • A strong understanding of home lending credit risk policies and practices
  • Experience in delivering business improvement initiatives, driving engagement and revenue
  • Ability to explore customer needs in a data-driven way, develop and implement innovative solutions, test the outcomes, and iterate
  • Deep business analysis skills, including elicitation techniques and the ability to define requirements in complex and challenging environments.

Further general information on our opportunities please go to
“At ANZ we aim to create an inclusive environment where employee differences such as gender, age, culture, disability, sexual orientation, family and caring responsibilities and religion are valued.
We work flexibly at ANZ. Talk to us and let us know how this role can be flexible for you.”

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