Customer Contact Programme Lead

• Lead a multi-disciplinary team(“squad”) in the delivery of the customer contact strategy through data driven personalisation and campaign automation technology.
• You will be responsible for planning & prioritisation of the backlog, for design, development & delivery of prioritised campaigns
• Enable a highly engaged team to grow, thrive and deliver value.

About The Role

In this role, you would have the opportunity to:

• Leveraging data and insights to deliver personalised connect customer conversations across all digital and offline channels, with strong focus on positive customer experience. 
• Use data driven decision making to prioritise initiatives and optimise campaign performance
• Be accountable for building and managing end to end sustainable multi-channel contact delivery processes.
• Develop and embed smarter, simpler and robust processes that improve overall output including repeatable data, content, & workflow build
• Simplify/automate routine processes to create capacity for value-add services
• Lead continuous improvements for quality control.
• Actively contribute and enable a high performing team environment
• Empower team members to grow, embrace change and continuous learning 
• Galvanise a highly engaged and capable team around its customer mission, aligned with the vision and values for the ANZ Group
• This role currently reports the Senior Portfolio Manager Suitability in Product although works very closely with Customer Value.

Role Location: Auckland

Role Type: 12 month Fixed Term  

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

• 5+ years campaign delivery or portfolio management experience in senior position, preferable with people management/leadership experience    
• Previous experience working in a large organisation, and/or a complex data environment (ideally from within Financial Services, Energy, Telco sector). Experience in Campaign automation, or customer loyalty programmes beneficial.
• Ability to break goals down in tasks, manage competing priorities and meet deadlines.
• Strong analytical and problem solving capability. Comfortable working in a complex data environment.
• Strong interpersonal skills and the ability to consult and influence team members and stakeholders to ensure deliverables are met
• Ability to adapt own behaviours to changing circumstances and lead from front where required
• Excellent communication, written and presentation skills

About ANZ

Our purpose is to shape a world where people and communities thrive. That’s why we strive to create a balanced, sustainable economy in which everyone can take part and build a better life. By helping people make the most of what they have, we transform ideas, hard work and ambition into reality.

ANZ recognises the value of an inclusive and diverse work environment. We take pride in the diversity of our people and encourage applications from diverse candidates. Our recruitment decisions are based on the key inherent needs and requirements of each role, and candidates are selected based on their unique strengths and characteristics.

The ANZ values are the foundation of how we work and support our customers.

Integrity – We are honest and fair

Collaboration – We work together for the customer

Accountability – We take ownership and get things done

Respect – We care for all those we serve

Excellence – We challenge ourselves to be better

We work flexibly at ANZ. Talk to us about how this role could be flexible for you.

ANZ recognises the importance of flexible working, watch our Global Stories to see how ANZ aims to meet the needs of our customers and to attract and retain the best people in a changing world.

To find out more about working at ANZ or to view other opportunities visit anz.co.nz/careers

You may apply for this role by visiting ANZ Careers and search for the reference number NEW043231.

Applications close Thursday 28th January 2020. 

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