Job Description

At ANZ our purpose is to shape a world where people and communities thrive. We re making this happen by improving our customers financial wellbeing so they can achieve incredible things - be it buying their home, building a business or saving for things big or small. The Customer Alignment Lead is a key leadership role supporting the Customer Value Lead and works towards the following key objectives: .Partner with the Customer Value Lead (CVL) managing a cluster of Customer Value Teams (CVTs) Develop collaborative relationships with frontline partners with a view to delivering a significantly better customer experience across the Home Owners value chain from assessment to fulfilment Act as the local people leader in their geography and builds trust in the CVTs by providing clarity and alignment to a common purpose, resulting in improved team and individual performance, enhanced capability and a highly engaged team Support the CVL in embedding the Lighthouse ways of working through coaching and creating shared clarity of purpose Work with the data team, CVL and Performance Lead to track performance against measures of success, identifying issues and coaching CVTs and individuals as needed Coach the CVTs to ensure alignment across the cluster around priorities and the work that needs to be done Collaborate with the CVL to conduct performance and development conversations with Customer Service Experts Work with Chapter Leads to identify skill development opportunities for our Customer Service Experts Work closely with the CVL, Customer Alignment Coach and Production Coaches to resolve blockers and bottlenecks for better customer outcomes Contribute to the development and delivery of change initiatives designed to remove roadblocks