Building customer experience capability at scale

ANZ Bank

ANZ's Process Industrialisation tribe was created to simplify complex, siloed customer and banker journeys that had built up over time. While there was strong executive intent to adopt agile, lean, and human-centred ways of working, capability and consistency varied widely across teams.

Working alongside the COO, I helped embed human-centred design as a practical, scalable way of working, focusing on building capability through real delivery rather than creating a separate CX function.

Outcomes

• Worked with the COO and senior leaders to define CX ambition and priorities
• Embedded human-centred design across a 50+ person delivery tribe
• Designed and rolled out PI Ways of Working, integrating HCD, lean, and agile
• Built a customer experience capability framework with clear learning pathways
• Delivered hands on training and coaching for squads, chapter leads, and leaders
• Supported squads through live discovery, research, and experimentation
• Developed a shared CX and innovation methodology used across the bank
• Enabled teams to deliver customer led digital and service solutions at scale