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 plays a critical role in realising this vision by shaping how we serve and support customers and bankers across voice, messaging, and emerging digital platforms.

This role operates as a divisional Business Analyst, supporting multiple business units, with a strong focus on operational readiness, business readiness and transition to BAU for ECC initiatives.

As a Business Analyst, you will be part of a highly capable, and flexible team driving transformation across ANZ’s contact‑centre ecosystem. You will analyse complex business problems, translate business needs into actionable requirements, and help design solutions that uplift customer and banker experiences, operational efficiency, and end‑to‑end service journeys.

Working closely with product owners, engineers, experience designers, contact centre SMEs, data teams, and cross‑functional squads, you will lead the analysis required to develop business cases, shape the strategic roadmap, and ensure alignment to ECC’s enterprise standards and strategic vision.

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
• Developing metrics and approaches to measure the success/benefit of outputs
• Assisting with activities in implementing the change and embedding BAU transition to achieve value outcomes
• Working efficiently with stakeholders to elicit requirements and develop solutions that are fit for purpose
• Building and maintaining relationships with internal and external stakeholders
• Ensuring that proposed solutions are compliant and meet customer expectations
• Embedding the internal data governance framework across existing and new processes
• Adhering to established ANZ policy and procedures
• Demonstrating an understanding of both project and program practices and governances
• Supporting the analysis of project and program risks and issues
• Adhering to change control processes and requirements traceability throughout the life of the project
• Establishing effective document management practices
• Working collaboratively with other team members to plan and manage the project schedule and delivery timeframes

What will you bring?

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

Must have

• Proven experience as a divisional or enterprise Business Analyst across multiple business units or delivery streams.
• Strong capability in operational and business readiness, including impact assessments, implementation planning and transition to BAU.
• Experience working across complex stakeholder environments, balancing business, operations and technology needs.
• End‑to‑end journey analysis skills, with the ability to identify people, process, technology and control impacts.
• Advanced requirements elicitation skills, including workshops and discovery sessions, translating outcomes into high‑quality requirements and user stories.
• Strong problem‑solving, communication and stakeholder‑influencing skills within agile delivery environments.

Good to have

• Experience in Retail Banking or supporting frontline/contact‑centre operations.
• Exposure to enterprise contact‑centre platforms and large transformation programs.
• Understanding of change, implementation and business adoption practices.
• Ability to assess risks, manage dependencies and work effectively across multiple squads or vendors.

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 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 114211 .

Job Posting End Date

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