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

Our vision at ANZ is to help people and communities thrive by improving financial wellbeing across Australia. The Enterprise Customer Contact (ECC) team is a key enabler of this vision by transforming how customers and bankers are supported through voice, messaging and Artificial Intelligence (AI) powered digital contact channels.

As a Business Analyst, you will play a critical role in driving the adoption and effective use of AI across ANZ’s contact centre ecosystem. You will lead analysis and discovery for ECC initiatives, clarifying business problems, understanding customer and banker needs, and translating them into well-defined requirements that support intelligent, scalable and responsible solutions.

You will focus on shaping how AI and automation are applied to improve customer experiences, support bankers in their roles, reduce operational complexity and enable smarter, faster decision making. This includes analysing processes and journeys, identifying opportunities for AI uplift, and ensuring ECC solutions are designed with appropriate governance, transparency and risk controls.

Working closely with stakeholders, subject matter experts, and cross functional delivery squads, you will provide the analysis required to build business cases, inform strategic direction and ensure AI enabled solutions align with ECC’s enterprise standards and strategic priorities.

Your work will ensure ECC requirements are clearly understood, validated and traceable, and that delivered outcomes are linked to measurable customer, operational and risk benefits. Through this, you will help ANZ move toward a unified, modern and intelligent customer contact platform that delivers sustainable value.

Role Type: 12 Months Secondment
Role Location: 839 Collins Street, Docklands VIC 3008
Work Hours: Full Time (40 Hours/Week)

What will your day look like?

As a Business Analyst you are accountable for:

• Developing outputs that are fit-for-purpose, accurate and meet the requirements of the business.
• Translating complex business problems into clear, structured requirements, including processes, business rules, journeys, data and controls.
• Leading discovery and problem definition for initiatives involving digital, automation and AI‑enabled capabilities, ensuring the problem to be solved is well understood before solutioning.
• Working with stakeholders to identify where AI-assisted solutions may add value and deliver holistic solutions.
• Collaborating with product owners, engineers, architects and data specialists to shape solutions, ensuring requirements are clear, testable, traceable and aligned to enterprise standards.
• Embedding appropriate data governance and information management practices across processes and solutions.
• Assisting with change delivery, operational readiness and BAU uplift, including impacts to processes, roles, controls and customer outcomes.
• Maintaining requirements traceability and change control across the delivery lifecycle, including impacts from model changes, automation logic or decision rules.
• Supporting the identification, analysis and mitigation of delivery, operational and non‑financial risks.
• Working collaboratively across squads and portfolios to align outcomes, manage dependencies and support delivery within agreed timeframes.

What will you bring?

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

Must have

• Strong business analysis skills, including structured problem‑solving and translating complex concepts into clear insights.
• Advanced requirements elicitation capability, including workshops and discovery sessions, producing high‑quality requirements and user stories.
• Knowledge of AI and automation concepts, including analysing and documenting AI‑enabled solutions, decision logic, data inputs and controls.
• Ability to analyse and document requirements for AI‑enabled solutions, including decision logic, data inputs, assumptions, outcomes and controls.
• Risk‑aware mindset, with an understanding of ethical, customer, privacy and operational considerations.
• Capability to support and navigate enterprise governance processes to ensure safe, reliable and trusted delivery at pace.

Good to have

• Experience or strong interest in AI‑enabled capabilities such as conversational AI, automation or intelligent decision support.
• Familiarity with responsible AI principles and risk management practices.
• Experience defining controls, metrics and measures of effectiveness for transparent and fair outcomes.
• Experience with emerging capabilities such as AI‑assisted tooling, automation or intelligent customer‑contact experiences.

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 capabilities, 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 organisation 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 https://www.anz.com.au/careers You can apply for this role by visiting ANZ Careers and searching for reference number 114212 .

Job Posting End Date

28/04/2026 , 11.59pm, (Melbourne Australia)