Senior CX Analyst

at  ANZ Banking Group

Req ID: 66702
Department: Data & Marketing - Customer Experience CoE
Division: New Zealand
Location: Auckland / Wellington
Mō te tūranga - About the role
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.
As a Senior CX Analyst in our Customer Experience squad you’ll play a key role in their mission to support teh development, implementation and optimisation of ANZ’s Customer Insights and Measurement programmes and through analysis help identify the initiatives to drive an uplift in good customer outcomes. You’ll be
Working with complex data and strong analytic skills to undertake deep dive diagnostics to identify issues and opportunities to improve customer experience
Working with Voice of Customer survey data and using Qualtrics tool to extract and manipulate survey data to turn into insights
Determine how to build 360 degree customer view linking customer, employee and operation data
Whatever the day has in store, you’ll be working with a close knit team that supports each other and celebrates team wins.
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 type: Permanent full time
Role location: Auckland and Wellington
Ōu Pūkenga? - What will you bring?
To grow and be successful in the role, you will ideally bring the following:
Tertiary qualification with 3+ years’ work experience, professional and positive disposition
Experience in analysis, interpretation, and presentation of qualitative & quantitative data sets within a customer-focused business environment.
Experience and passion for enhancing CX, leading/coordinating key projects and promoting a customer centric culture.
Highly developed analysis, and problem-solving skills, with some experience in data modelling
Experience in Voice of Customer software tools e.g. Qualtrics, Medallia or similar tools.
Excellent communication skills, both written and verbal
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. 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.
. You can apply for this role by visiting ANZ Careers and searching for reference number 66702
Te Rā Ōtinga - Job Posting End Date
05/06/2024, 11.59pm, (New Zealand

Please refer the Job description for details