Customer Journey Manager

Ko Mātou – About Us

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.

Mō te tūranga - About the role

As a Customer Journey Manager in our Customer Experience & Design Centre of Excellence, you’ll play a pivotal role in shaping how customers experience ANZ end to end for a large scale transformation project. You’ll bring a clear, connected view of our customers’ journeys, helping us understand where we’re delivering well and where we need to do better.

Working across the business, you’ll map and evolve key customer journeys, uncover insights, and identify opportunities to better meet customer needs. You’ll partner closely with stakeholders to turn those insights into meaningful improvements, balancing customer outcomes with regulatory and business priorities. As a strong customer advocate, you’ll influence decision making at all levels, ensuring the voice of the customer stays front of mind in everything we do.

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 Location: Auckland or Wellington

Role Type: 18 Month Secondment/Fixed Term Contract

Ka aha tō rā e kite ai? - What will your day look like?

The Customer Journey Manager position is a dynamic and impactful role with a broad range of responsibilities. Some of your day-to-day activities may include the below:

• Shape and embed consistent approaches to how we manage and improve customer journeys across ANZ, bringing structure and clarity to how we think about experience


• Partner with stakeholders across the bank to map and connect key customer journeys, building a clear view of how customers interact with us end to end


• Turn customer insights and research into meaningful action, helping identify the moments that matter most and where we can lift our experience


• Identify gaps, pain points and opportunities across journeys, and work with the business to prioritise what will make the biggest difference for customers


• Co-create and drive customer experience roadmaps, aligning teams around shared priorities and supporting delivery of key initiatives


• Champion a customer-first mindset, influencing decisions and helping embed customer centricity in how we design, deliver and improve experiences

This position offers flexibility and creativity—you’ll be encouraged to bring your unique perspective and flair to make the role your own.

Ōu Pūkenga? - What will you bring?

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

• The ability to build trusted relationships across the bank, influencing stakeholders to deliver strong customer outcomes


• Confidence working through complexity, balancing independent thinking with effective collaboration


• Experience leading workshops and discovery sessions, using a range of CX research techniques, frameworks and tools


• A willingness to challenge thinking and shape better ways of working, while embracing new ideas and diverse perspectives


• Strong business and digital acumen, with the ability to translate customer insights into clear, commercially relevant recommendations


• A passion for customer-led change, with experience contributing to the design and evolution of customer journeys at a strategic level

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.

Te Rā Ōtinga - Job Posting End Date

23/06/2026 , 11.59pm, (Melbourne Australia)