Head of Customer Experience

**Req ID**: 97562
**Department**: Segments
**Division**: New Zealand
**Location**: Auckland or Wellington
Ko Mātou - About Us
Kia Hanga I Te Ao, E Ora Ai, E Tupu Ai, Te Tangata Me Te Kainga. 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.
Mō te tūranga - About the role
Lead the future of Customer Experience at ANZ
As the Head of Customer Experience within ANZ’s Data and Marketing function, you’ll take on a transformative leadership role at the heart of one of the bank’s most strategic growth areas. This is more than a leadership position—it’s an opportunity to architect the future of customer experience across ANZ.
You’ll lead ANZ’s Customer Experience (CX) Centre of Excellence, shaping its vision, setting strategic direction, and driving execution to deliver exceptional outcomes. From crafting forward-thinking CX roadmaps to delivering innovative, data-powered solutions, you’ll drive initiatives that redefine how customers experience ANZ. Your leadership will be pivotal in embedding a customer-first culture across the organisation—shaping how teams think, operate, and deliver meaningful value at every touchpoint.
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 Location**: Auckland or Wellington
**Role Type**: Permanent, Fulltime
Ka aha tō rā e kite ai? - What will your day look like?
As the Head of Customer Experience, you will hold many responsibilities as part of the Data & Marketing Senior Leadership team. This includes:
Providing strategic leadership across the Customer Experience (CX) Centre of Excellence—empowering high-performing teams and fostering a culture of innovation and excellence
Developing and driving New Zealand’s CX strategy and roadmap, collaborating closely with stakeholders across the business and ensuring alignment with customer needs and organisational objectives
Championing the voice of the customer across the enterprise—connecting people with ideas, advocating for CX at all levels, and ensuring initiatives are delivered with impact
Delivering clear, data-driven reporting on customer experience and outcomes to senior stakeholders, including NZ Leadership Team and the Board
Designing and delivering inclusive, accessible experiences that meet both customer expectations and business objectives—ensuring no one is left behind
Building strong, collaborative relationships with key stakeholders, including Performance Leads and Business Partners, enabling shared understanding of priorities, service standards, and delivery expectations
Ōu Pūkenga? - What will you bring?
Proven experience leading a Customer Experience, Service Design, or Customer Advocacy function within a complex, fast-paced, organisation
A strong ability to build trusted relationships and influence senior stakeholders and executives, driving alignment and momentum across the business
A track record of championing the value of CX and design, with the ability to translate vision into action and impact
Demonstrated capability in leading, developing, and inspiring high-performing individuals and teams, while fostering a vibrant, inclusive team culture
Experience navigating and delivering within corporate governance, compliance, and regulatory frameworks
A natural storyteller who can interpret customer insights and bring the voice of the customer to life in compelling and actionable ways
Deep expertise in customer and design research methodologies, with the ability to uncover meaningful insights that drive strategic decisions.
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.
He aha te take e uru ai koe ki a mātou? - So, why join us?
From the moment you join ANZ, you'll be part of a work whānau striving towards a common purpose: shaping a world where 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 community you need to take the next big step in your career.
We're a diverse community 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 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 Aotearoa New Zealand's communities and this is one of the reasons that has insp