Senior Strategic & Service Designer

Job description

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: ANZ is undertaking a significant Enterprise Customer Contact (ECC) transformation spanning Australia Retail, Commercial, Institutional, Group Services and New Zealand. This transformation is redefining how customers and bankers interact with ANZ through voice, messaging, digital and AI-enabled experiences. The Strategic and Service Design Lead plays a critical, hands-on role in enabling this transformation by shaping the experience of customers and bankers across the Enterprise Customer Contact program. This role is responsible for developing and executing an enterprise-wide experience led approach to ECC priorities, ensuring that solutions enable both exceptional customer experiences and effective banker performance. The role blends strategic leadership with practical delivery, requiring strong stakeholder management, comfort operating in ambiguity, and the ability to balance immediate delivery pressures with a long-term customer experience and capability vision. Banking is changing...