Initiative Lead - Enterprise Customer Contact AI

Job Description

Department: AR Governance and Operation Excellence Division: Australia Retail Location: Melbourne 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 We are seeking a highly experienced and innovative Senior Lead to drive the AI strategy for our customer contact centres across ANZ. This role is pivotal in transforming our customer engagement through advanced AI technologies. The successful candidate will collaborate with cross-functional teams to design and implement AI solutions that enhance customer and colleague experience, drive operational efficiency and uncover new growth opportunities. Our vision is to shape a world where we help communities and people thrive across Australia, while helping Aussies improve their financial wellbeing. The way we do this through our retail channels is evolving and we need to transform the way we assist our customers to provide experiences they expect when we engage with and distribute products and services to them. We are undergoing a broader Customer Contact transformation across the enterprise which requires a senior Customer Contact AI Lead to be responsible for the enterprise-wide initiative across New Zealand, Australia Retail, Commercial, Institutional and Group Services. You will collaborate with a multidisciplinary team to define and deliver design solutions across a wide array of user interfaces. You will work within an Agile team, supported by a chapter of like-minded experience designers. Here, your focus will be on crafting digital experiences powered by cutting-edge technologies. You will help shape the future of digital products, from conversational interfaces to advanced visual designs, driving forward our digital AI roadmap and maximizing customer NPS and business benefits. This is a newly formed role and initiative, so the successful applicant must be able to tolerate a high level of ambiguity, while solving for and shaping up the initiative, with the goal of providing a robust level of clarity to stakeholders. This is a highly visible role, with diverse responsibilities, and will influence across the enterprise, championing the power of operating as a collective, rather than as individual businesses. Success will be determined by creating happier customers, who stay longer, creating deeper relationships. It also includes achieving our financial targets, growth (MFI%), customer satisfaction (e.g., NPS, CEI), EX and market share. 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 Type: PermanentRole Location: Melbourne, Sydney, or BrisbaneWork Hours: Full-time What will your day look like? Key Responsibilities: Develop and execute the AI strategy for customer contact centres, aligning with the overall business objectives. Lead the design and implementation of AI-driven solutions to improve customer interactions and service delivery. Collaborate with the GM Customer Strategy & Transformation and other senior leaders to integrate AI initiatives across the enterprise. Identify and prioritize AI use cases that deliver significant value and drive business growth. Create, socialize and implement AI roadmap, from early Proof of Concept (POC) stages to mature operational products. Oversee the implementation of AI use cases, ensuring they meet the highest standards of accuracy and reliability. Foster a culture of innovation and continuous improvement within the Enterprise Customer Contact team. Monitor and evaluate the performance of AI solutions, making data-driven adjustments as needed. Represent the voice of the customer in all AI initiatives, ensuring solutions are customer-centric and deliver exceptional experiences. Coordinate with technology and business units to ensure seamless implementation and integration of AI solutions. Provide thought leadership and evangelize AI capabilities within the organization. What will you bring? To grow and be successful in this role, you will ideally bring the following: Previous experience in creating, leading, scoping and developing plans for Artificial Intelligence in a large organization with proven outcomes at scale. Previous experience working within scaled agile delivery and expertise in program and change execution. Experience working within a frontline operation at scale. Deep understanding of customer contact (customer care and direct to consumer marketing) including operations, technology, people and process. Experience in transformation or program management practices. Experience in executing business change including key stakeholder management along the journey. Proven analytical skills and data-driven decision making. Strong commercial acumen and deep experience in business casing. Practical agile delivery experience, practices and experience optimizing ways of working. Developed mechanisms to track performance and value realization on investment. Identify, monitor and manage risks, issues and dependencies, agreeing appropriate risk responses. Navigated a path and brought others on the journey in complex and ambiguous environments. Experience in customer-facing feature delivery for customer contact. A pragmatic approach – able to make sensible trade-offs and influence others to buy in. Successfully built a network of strong relationships and influenced key stakeholders. 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. So why join us? From the moment you join ANZ, you'll be doing meaningful work that will shape a world where people and communities thrive. But it's not just our customers who'll feel your impact. You'll feel it too. Because at ANZ, you'll have the resources, opportunities, and support you need to take the next big step in your career. We're a diverse bunch at ANZ in different roles, different locations, doing different things. That's why we have a range of flexible working arrangements, so our people can 'make work, work for them'. We also provide a range of benefits including access to health and wellbeing services and discounts on selected products and services from ANZ and more. At ANZ, you'll be part of an organization where the different backgrounds, perspectives and life experiences of our people are celebrated. That's because we're committed to building a workplace that reflects the diversity of the communities we serve. We welcome applications from everyone and encourage you to talk to us about any adjustments you may require to our recruitment process or the role itself. If you're a candidate with a disability or access requirement, and have an enquiry about the support provided, please let us know on your application or visit ANZ Accessibility and Inclusion Programs for alternate contact methods. To find out more about working at ANZ, visit . You can apply for this role by visiting ANZ Careers and searching for reference number 85810. Job Posting End Date #J-18808-Ljbffr