Head of Customer Experience Head of Customer Experience at ANZ

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Full Time

Start Date

Immediate

Expiry Date

10 May, 26

Salary

0.0

Posted On

09 Feb, 26

Experience

10 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Experience, Leadership, Stakeholder Management, Data-Driven Reporting, Inclusive Design, Team Development, Customer Advocacy, Strategic Planning, Innovation, Storytelling, Customer Insights, Research Methodologies

Industry

Banking

Description

Ko Mātou – About Us Kia Hanga I Te Ao, E Ora Ai, E Tupu Ai, Te Tangata Me Te Kainga. 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. Mō te tūranga - About the role Lead the future of Customer Experience at ANZ! As the Head of Customer Experience within ANZ’s Customer Proposition Function, you’ll take on a transformative leadership role at the heart of one of the bank’s most strategic growth areas. This is more than a leadership position—it’s an opportunity to architect the future of customer experience across ANZ. You’ll lead ANZ’s Customer Experience (CX) Centre of Excellence, shaping its vision, setting strategic direction, and driving execution to deliver exceptional outcomes. From crafting forward-thinking CX roadmaps to delivering innovative, data-powered solutions, you’ll drive initiatives that redefine how customers experience ANZ. Your leadership will be pivotal in embedding a customer-first culture across the organisation—shaping how teams think, operate, and deliver meaningful value at every touchpoint. 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. Role Location: Auckland or Wellington Role Type: Permanent, Fulltime Ka aha tō rā e kite ai? - What will your day look like? As the Head of Customer Experience, you will hold many responsibilities as part of the Customer Proposition Senior Leadership team. This includes: Providing strategic leadership across the Customer Experience (CX) Centre of Excellence—empowering high-performing teams and fostering a culture of innovation and excellence Developing and driving New Zealand’s CX strategy and roadmap, collaborating closely with stakeholders across the business and ensuring alignment with customer needs and organisational objectives Championing the voice of the customer across the enterprise—connecting people with ideas, advocating for CX at all levels, and ensuring initiatives are delivered with impact Delivering clear, data-driven reporting on customer experience and outcomes to senior stakeholders, including NZ Leadership Team and the Board Designing and delivering inclusive, accessible experiences that meet both customer expectations and business objectives—ensuring no one is left behind Building strong, collaborative relationships with key stakeholders, including Performance Leads and Business Partners, enabling shared understanding of priorities, service standards, and delivery expectations This position offers flexibility and creativity—you’ll be encouraged to bring your unique perspective and flair to make the role your own.Ōu Pūkenga? - What will you bring? To thrive and be successful in this role, you will ideally bring: Proven experience leading a Customer Experience or Customer Advocacy function within a complex, fast-paced, organisation A strong ability to build trusted relationships and influence senior stakeholders and executives, driving alignment and momentum across the business A track record of championing the value of CX and design, with the ability to translate vision into action and impact Demonstrated capability in leading, developing, and inspiring high-performing individuals and teams, while fostering a vibrant, inclusive team culture Experience navigating and delivering within corporate governance, compliance, and regulatory frameworks A natural storyteller who can interpret customer insights and bring the voice of the customer to life in compelling and actionable ways Deep expertise in customer and design research methodologies, with the ability to uncover meaningful insights that drive strategic decisions. 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. He aha te take e uru ai koe ki a mātou? - So, why join us? From the moment you join ANZ, you'll be part of a work whānau striving towards a common purpose: shaping a world where communities thrive. 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, opportunities, and community you need to take the next big step in your career. We're a diverse community at ANZ in different roles, different locations, doing different things. That's why we have a range of flexible working arrangements, so our people can 'make work, work for them'. We also provide a range of benefits including access to wellbeing services and discounts on selected products and services from ANZ and more. At ANZ you'll be part of an organisation where the different backgrounds, perspectives and life experiences of our people are celebrated. That's because we're committed to building a workplace that reflects the diversity of Aotearoa New Zealand's communities and this is one of the reasons that has inspired us to develop a multi-year Te Ao Māori Strategy called Tākiri-Ā-Rangi. This includes increasing representation of Māori and Pasifika people at ANZ. Join us and get involved in one of our affinity networks which help us to better understand and meet the needs and interests of our increasingly diverse workforce. Kua wātea te katoa ki te tono. We welcome applications from everyone and 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 an access requirement or disability, let us know how we can provide you with additional support. To find out more about working at ANZ visit https://www.anz.co.nz/careers/.You can apply for this role by visiting ANZ Careers and searching for reference number 109323.Te Rā Ōtinga - Job Posting End Date 23/02/2026 , 11.59pm, (Melbourne Australia)

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Responsibilities

Lead the Customer Experience Centre of Excellence and develop New Zealand’s CX strategy and roadmap. Champion the voice of the customer and deliver data-driven reporting to senior stakeholders.