Strategy Manager - Enterprise Customer Contact

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

We are embarking on a comprehensive Customer Contact transformation across ANZ, and we are seeking a Strategy Manager to lead the development and execution of strategies that will drive transformation across the enterprise, including New Zealand, Australia Retail, Commercial, Institutional, and Group services. This role is pivotal in crafting the enterprise strategy and roadmap, ensuring a clear direction to enhance overall performance and growth of the portfolio with leading technology, operating models and AI capabilities. You will work in close proximity with product owners, customer care functions, operations, product, branches, marketing, engineering, data science, sales, and support teams to drive the continuous improvement Customer Contact products.

In this role, you will shape the Customer Contact strategy and roadmap from the early Proof of Concept (POC) stages to mature operational products, influencing the overall strategic direction of the portfolio. You will develop and implement a comprehensive strategy for the product portfolio that aligns with the organisation’s overarching business objectives and Tribe OKRs. You will also regularly assess market trends, customer needs, and the competitive landscape to identify opportunities for new products and enhancing existing ones. You will work closely with the Tribes, squads and or/other parties (e.g. other teams in ANZ, third party providers) to ensure that the enterprise strategy is driving the successful delivery of the program of work to ensure that benefits are realised as planned. 

Role Location: 833 Collins Street, Docklands VIC 3008 or Sydney Australia
Role Type: 12-month Fixed Term opportunity 
Work Schedule: Full time 

What will your day look like?

As a Strategy Manager, you will:

• Develop and implement the customer contact strategy, ensuring alignment with business objectives, improving CX, Banker Engagement, revenue and operational efficiency across the enterprise.

• Drive digital transformation by leading the adoption of AI, ML, and automation technologies, ensuring they align with strategic goals and OKRs.

• Ensure strategic alignment of use cases, validating that each initiative supports broader business objectives and key customer and banker outcomes.

• Collaborate with senior leadership, squads & cross-functional teams across the enterprise to ensure the customer contact strategy is aligned and regularly socialised. 

• Own and oversee strategic transformation initiatives, ensuring delivery within scope, budget, and timeline in partnership with the transition team and transformation office.

• Monitor and track the performance of customer contact portfolio, ensuring revenue, profitability, and growth targets are met or exceeded.

• Manage financial oversight of costs related to technology updates, AI integrations, and contact center re-platforming, ensuring benefits are tracked and aligned with financial goals.

• Establish and review KPIs for all customer contact initiatives, ensuring continuous monitoring and iterative improvement to achieve strategic goals.

• Lead cross-functional coordination across tribes and squads to ensure alignment and successful delivery of initiatives and key milestones.

• Report on progress and provide quarterly updates, working with the Transformation Office to ensure accurate forecasting of spend, benefits, and risks.

What will you bring?

To grow and be successful in this role, you will ideally bring the following:

• Highly proficient in applying a hypothesis-driven approach to problem solving and strategic development.

• Expertise in developing and executing long-term, cohesive strategies that align with organisational objectives, driving transformation across customer contact, technology, and operations.

• Skilled in developing and executing large-scale transformation strategies for contact centers, ensuring alignment with broader business goals.

• Strong relationship-building skills, with the ability to lead coordination efforts across diverse teams (technology, experience, transformation) to ensure alignment and successful initiative execution.

• Strong analytical skills with the ability to interpret complex data, draw actionable insights, and leverage KPIs to drive continuous improvement.

• Deep understanding of digital technologies (AI, ML, RPA, omnichannel platforms) and the ability to drive their adoption to improve customer engagement and operational efficiency.

• Excellent communication skills with the ability to effectively convey complex ideas to diverse audiences, from C-suite executives to frontline staff.

• Strong expertise in managing budgets, financial forecasting, and cost tracking, ensuring initiatives are delivered on budget while meeting growth, profitability, and transformation goals.

• Proven ability to manage large-scale transformation projects, ensuring delivery on time, within scope, and within budget through structured project management methodologies.

• Deep understanding of customer experience (CX) and banker engagement, with the ability to implement strategies that enhance customer interactions and ensure personalised, seamless experiences.

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.

Job Posting End Date

10/03/2025 , 11.59pm, (Melbourne Australia)