Initiative Lead – Customer Service Transformation

About the role

ANZ is seeking an Initiative Lead to drive complex customer service transformation programmes across its customer‑facing, operational and digital channels. The role will work closely with senior stakeholders to define service strategies, redesign journeys and deliver implementation road‑maps that improve customer outcomes and operational efficiency.

Key responsibilities

• Lead end‑to‑end delivery of complex transformation initiatives, ensuring planning, governance, risk management and achievement of business outcomes.
• Drive cross‑functional programmes from discovery through design, implementation and benefits realisation.
• Develop and implement service strategies, service catalogs and future‑state operating models to enhance customer experience and streamline delivery.
• Conduct customer journey analysis to identify pain points and translate insights into actionable transformation plans.
• Provide strategic recommendations and decision support using data and operational insights to influence senior stakeholders.
• Lead stakeholder engagement, workshops and governance forums to align business, operations, technology and CX teams.
• Define, track and measure transformation benefits across experience, efficiency, productivity, quality and cost.

Required profile

• Proven experience leading end‑to‑end delivery of large‑scale transformation initiatives.
• Strong ability to work with senior stakeholders and influence strategic decisions.
• Excellent analytical and problem‑solving skills, with a data‑driven approach.
• Experience in customer service, journey design or operational improvement within a large organisation.

Required skills