Customer Experience Design Analyst


  • Identify, develop, implement and measure initiatives which improve the Customer Experience NZCC provides
  • Drive efficiencies, improving practices and procedures across the NZCC
  • Make recommendations for the future state of the contact centre

 

About The Role

 

In this role, you would have the opportunity to: 

  • Collate, analyse, identify, recommend and support implementation of initiatives which will reduce cost for and/or improve the customer experience or customer outcomes provided by the NZ Contact Centre
  • Develop insights in to current practices/services provided at the Contact Centre by analysing calls, customer and staff behaviour, key metrics and existing processes
  • Draw on understanding of customers and staff experiences to design & deliver customer centric solutions to improve the Customer Experience
  • Define scope, assist in prioritisation and delivery of identified initiatives and track results to ensure sustainable success
  • Undertake research and analysis which benchmarks best in industry and across ANZ creating inputs for both future design of Contact Centre Channel and the projects we own or are involved in
  • Foster collaboration across the Contact Centre and with key stakeholders to ensure optimised initiative outcomes
  • Actively champion the initiatives and the customer centric benefits with key stakeholders

 

Location: Auckland or Wellington

Role Type: Permanent

 

About You

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

  • Broad experience and knowledge across Banking, ideally covering Contact Centre, Retail and Business (operations, policies, processes, systems)
  • Experience and success in identifying and implementing constructive change to increase productivity, reduce costs, and improve service
  • Problem solving, critical thinking, strong analytical and decision-making skills, with the demonstrated ability to drive outcomes     
  • Proven commitment to developing a customer focused environment and service culture
  • Stakeholder management capabilities       
  • Ability to Plan, co-ordinate and manage multiple initiatives

 

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 NEW039078.

 

Applications close Wednesday 23rd October 2019.  


  • Identify, develop, implement and measure initiatives which improve the Customer Experience NZCC provides
  • Drive efficiencies, improving practices and procedures across the NZCC
  • Make recommendations for the future state of the contact centre

 

About The Role

 

In this role, you would have the opportunity to: 

  • Collate, analyse, identify, recommend and support implementation of initiatives which will reduce cost for and/or improve the customer experience or customer outcomes provided by the NZ Contact Centre
  • Develop insights in to current practices/services provided at the Contact Centre by analysing calls, customer and staff behaviour, key metrics and existing processes
  • Draw on understanding of customers and staff experiences to design & deliver customer centric solutions to improve the Customer Experience
  • Define scope, assist in prioritisation and delivery of identified initiatives and track results to ensure sustainable success
  • Undertake research and analysis which benchmarks best in industry and across ANZ creating inputs for both future design of Contact Centre Channel and the projects we own or are involved in
  • Foster collaboration across the Contact Centre and with key stakeholders to ensure optimised initiative outcomes
  • Actively champion the initiatives and the customer centric benefits with key stakeholders

 

Location: Auckland or Wellington

Role Type: Permanent

 

About You

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

  • Broad experience and knowledge across Banking, ideally covering Contact Centre, Retail and Business (operations, policies, processes, systems)
  • Experience and success in identifying and implementing constructive change to increase productivity, reduce costs, and improve service
  • Problem solving, critical thinking, strong analytical and decision-making skills, with the demonstrated ability to drive outcomes     
  • Proven commitment to developing a customer focused environment and service culture
  • Stakeholder management capabilities       
  • Ability to Plan, co-ordinate and manage multiple initiatives

 

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 NEW039078.

 

Applications close Wednesday 23rd October 2019.  

Are you viewing this job on LinkedIn? Click here to apply