Data Analyst – Customer Engagement Hub

About the role

As a Data Analyst within the Customer Engagement Hub (ECC) at ANZ, you will support the Data Chapter Lead in delivering end‑to‑end data analysis and reporting for the transformation of contact‑centre operations. You will help modernise reporting on AWS Connect, turning voice, messaging and assisted‑service data into trusted insights that drive customer experience and operational performance.

Key responsibilities

• Review project priorities and issues, identify risks, manage dependencies and support successful delivery.
• Analyse business, data and regulatory requirements to ensure solutions meet stakeholder needs and compliance obligations.
• Facilitate stakeholder workshops to gather requirements, validate assumptions and align on outcomes.
• Conduct data mapping and lineage analysis to understand data flows, transformations and system dependencies.
• Support solution design by translating business requirements into effective data and reporting solutions.
• Develop and maintain project documentation and governance artefacts to support compliance, auditability and delivery standards.

Required profile

• Strong analytical skills with the ability to investigate data issues and perform validation.
• Attention to detail and a focus on data quality, accuracy and controls.
• Effective communication and stakeholder‑engagement abilities.
• Collaborative mindset, able to work across business and technology teams.

Required skills

• SQL
• AWS Athena
• AWS Connect (contact‑centre data platform)