Chapter Lead (Credit Cards and Personal Lending Tribe)

  • Competitive
  • Melbourne, Victoria, Australia
  • Permanent, Full time
  • ANZ
  • 21 Feb 19

Chapter Lead (Credit Cards and Personal Lending Tribe)

Chapter Lead, Change and Embed (Credit Cards and Personal Lending Tribe)

  • Be part of our New Ways of Working
  • Drive the Change and Embed practice within the Tribe
  • Be part of an institution that provides career enhancement and flexibility
First, a bit about ANZ.
At ANZ, everything we do boils down to ‘why’ – our purpose – to shape a world where people and communities thrive. We're just as focused on seeing our people thrive as well as our customers.

We are responding faster to changing customer requirements, focusing on the things that matter the most, energising our people, eliminating waste and reducing bureaucracy.


Based in the Credit Cards and Personal Lending Tribe our purpose is to bring to life simple and engaging credit card and personal lending solutions that deliver customer experience excellence seamlessly and reliably. Every single time!

Our scope:
  • We have an unwavering commitment to designing, manufacturing and delivering best-in-class products and propositions for our retail and business customers
  • We radically improve, continually simplify and optimise the end-to-end customer experience in response to continually evolving customer expectations and a rapidly changing payments ecosystem.
  • We ensure that our products and experiences deliver flawlessly on customer needs and are in line with regulatory requirements.
  • We work with our partners and 3rd parties to continually enhance and deliver world-class product offerings and customer products, propositions and experiences.
We continually enhance credit card and personal loan customer journeys and episodes to deliver operational excellence and generate true customer advocacy.

As a Chapter Lead focused on Change & Embed, you will bring your strong project delivery experience and support your chapter members to deliver a wide range of initiatives for the broader Tribe. Further to developing your chapter members’ depth of experience you will also support their professional development and help them build their mastery.

Chapter Leads are not full-time managers, they work as a squad member in the Tribe. As squad member within the Change and Embed Chapter you will be hands on within a squad optimising customer journeys to improve the customer experience through devising new strategies, propositions and processes.

Who are you?
  • A team player – You know we only win if we all win. You recognise and value the different perspectives and skills your colleagues bring. It is not about being a hero but jumping in and contributing to the successful delivery of the team’s mission
  • The customer’s biggest fan – You demonstrate a thirst for better understanding the customer and define the problem and develop solutions through their eyes
  • Comfortable being uncomfortable – You are comfortable with uncertainty and have the ability to effectively manage yourself through ambiguity and change
  • Continuous improvement junkie – You constructively challenge the status quo, look for better ways to do things and passionately advocate continuous improvement
  • Committed to your own and other’s growth – You strive to stretch and grow yourself and others by identifying your own development areas, seeking feedback and providing feedback to others to help them learn and grow everyday
  • A problem solver – You are energised by tackling complex problems and use critical thinking, your network, skills, knowledge, and available data to drive better outcomes for our customers and the bank
  • Risk savvy – You build sustainable solutions that protect customers, stakeholders and the community
What skills and knowledge will you bring to the Tech Area:

First and foremost we’re looking for a project delivery specialist who has a passion for developing and mentoring people’s knowledge and skills. From there you will bring;
  • An intense passion and curiosity for customers, their needs and wants, putting them at the centre of everything you do
  • A desire to optimise customer journeys and experiences
  • Ability to explore customer needs in a data-driven way, develop and implement innovative solutions, test the outcomes, and iterate
  • Interest in and affinity for Technology
  • Coaching, mentoring & people leadership experience
Further general information on our opportunities please go to

“At ANZ we aim to create an inclusive environment where employee differences such as gender, age, culture, disability, sexual orientation, family and caring responsibilities and religion are valued.

We work flexibly at ANZ. Talk to us and let us know how this role can be flexible for you.”