Senior Manager - Customer Segmentation and Experience

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.

Join Business & Private Bank and help deliver our growth ambitions by backing Australian businesses and private clients with the insights, solutions and support they need to move forward. We play a critical role in delivering the ANZ 2030 Strategy and you’ll be part of a team guided by our values to put customers first, deliver with excellence, own the outcome and work as one.

About the Role

As Senior Manager, Customer Segmentation & Experience in Customer Proposition & Strategy, you will lead the customer strategy, customer segmentation, customer segment proposition and customer experience agenda for Business & Private Bank. The role exists to create clear accountability for understanding customer needs, defining priority customer segments, developing customer segment propositions, improving customer experience outcomes and embedding customer strategy across B&PB to support growth and customer outcomes. 

The role is also accountable for championing a customer-first culture across the division, ensuring customer needs, insights and outcomes are central to decision making, prioritisation and investment. It will build a high-performance culture through clear accountability, disciplined execution, continuous improvement and strong team capability

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: Permanent, Full-Time

Location: Brisbane/Sydney/Melbourne

What will your day look like?

As Senior Manager, Customer Segmentation & Experience, you are accountable for:

• Lead customer segmentation, customer strategy and customer segment proposition development across Business & Private Bank.
• Embed customer strategy across B&PB, ensuring customer needs, insights and priorities inform business planning, investment decisions and proposition development.
• Lead customer research needs identification and market analysis to identify growth opportunities and improve customer outcomes.
• Lead customer experience strategy, journey design and Voice of Customer programs, including Strategic NPS and customer insight frameworks.
• Drive customer experience improvement through the identification of customer pain points, journey opportunities, customer feedback and performance insights.
• Champion a customer-first culture across the division, influencing leaders and teams to place customer outcomes at the centre of decision making.
• Build customer experience, customer strategy and proposition capability across B&PB, including the establishment of standards, governance and best practice.
• Foster a high-performance culture through clear accountability, disciplined execution, continuous improvement and ongoing capability development.
• Partner across product, marketing, distribution, data, operations and frontline teams to deliver integrated customer and business outcomes.
• Lead and develop a high-performing team while providing thought leadership and strategic advice to senior stakeholders across B&PB.

What will you bring?

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

• Extensive experience in customer strategy, customer segmentation, customer proposition development and customer experience.
• Strong customer research, insight generation and analytical capability, with the ability to translate customer needs and market trends into strategic actions.
• Experience designing and delivering customer segment propositions that improve customer and business outcomes.
• Experience leading Voice of Customer (VoC), NPS and customer experience measurement programs at scale.
• Experience leading customer journey design, service improvement and customer experience transformation initiatives.
• Deep understanding of customer research, segmentation methodologies and proposition development.
• Experience using customer insights, data and analytics to inform strategic priorities, investment decisions and business outcomes.
• Strong commercial acumen, including an understanding of customer acquisition, retention and lifetime value drivers.
• Strong stakeholder engagement and influencing skills, with the ability to build alignment across a complex organisation.
• Demonstrated ability to lead complex cross-functional initiatives across product, marketing, distribution, customer, and data
• Experience in Business Banking, Mid-market or Private Banking customer segments.
• Experience supporting Executive and Board-level reporting.

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 126631 .
 

Job Posting End Date

05/11/2026, 11.59pm, (Melbourne Australia)