Continuous Improvement Manager

at  ANZ Banking Group

Req ID: 69824
Department: Business Proposition and Marketing Cluster
Division: Australia Retail
Location: Melbourne
About Us
At ANZ, we’re shaping a world where people and communities thrive, driven by a common goal: to improve the financial wellbeing and sustainability of our millions of customers.
About the Role
As a Continuous Improvement Manager in our ANZ Home Loans Portfolio, you’ll play a key role in helping shape and improve the End-to-End customer experience for ANZ Home Loan customers and ensure moments of delight and satisfaction throughout the customer lifecycle. This role is responsible for ensuring that the teams, personnel and organisational changes required to ensure high levels of customer satisfaction are identified, engaged and changes are implemented with precision and timeliness.
The Continuous Improvement Manager is the person who identifies opportunities to improve the customer experience and delivering them. The role will involve a combination of delivering small initiatives to improve CX, underpinned by quantitative/qualitative insights.
This role will also support the Customer Experience Lead and Customer Experience Manager in delivering larger and broader initiatives. The successful person will be able to conduct detailed reviews of our various customer experience benchmarking, including Voice of Customer surveys, external benchmarking, complaints etc and turn that into meaningful insight enabling us to change the business for the better.
Banking is changing and we’re changing with it, giving our people great opportunities to try new things, learn and grow. Whatever your role at ANZ, you’ll be building your future, while helping to build ours.
What will your day look like?

Please refer the Job description for details