Decisioning Lead

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.

About the Role

As the Decisioning Lead in Customer Lifecycle, you will support the design, delivery, governance and optimisation of customer decisioning initiatives across Business & Private Bank. You will help translate decisioning strategy into practical next best action, next best conversation and customer treatment logic that can be activated safely across channels.

This role supports the Senior Lead - Decisioning by leading assigned decisioning use cases from requirements definition through to implementation readiness, testing, launch support, measurement and optimisation. You will work with Data, Product, Digital, Technology, Customer Lifecycle, Engagement Content and frontline teams to ensure decisioning logic is customer-centred, compliant, reusable and aligned to business priorities.

The role plays an important part in building a scalable decisioning capability across PEGA and supporting platforms, including eligibility and suitability rules, arbitration, suppression, contact policy, measurement and continuous improvement routines.

Role Type: Full-Time, Permanent
Role Location: L4C/833 Collins St Docklands, VIC 3008
Work Hours: 40 Hours/week

What will your day look like?

As the Decisioning Lead, you are accountable for:

• Lead the end-to-end delivery of assigned decisioning initiatives, from opportunity clarification and requirements through to implementation readiness, launch support, measurement and optimisation.

• Translate customer needs, business objectives, product priorities and channel requirements into practical decisioning logic, rules and customer treatment requirements.

• Support the design of next best action and next best conversation strategies, including prioritisation, eligibility, suitability, suppression, arbitration and contact policy inputs.

• Partner with the Senior Lead - Decisioning to apply reusable decisioning frameworks, standards, taxonomies and governance practices across assigned use cases.

• Work with Data, Product, Digital, Technology, Customer Lifecycle, Engagement Content, Legal, Risk and frontline teams to clarify requirements, manage dependencies and progress decisioning delivery safely.

• Support the migration from Unica to PEGA by documenting decisioning requirements, customer treatments, decision rules, exclusions, test scenarios, rebuild priorities and implementation considerations.

• Prepare and maintain decisioning artefacts, including use case briefs, requirements, logic documentation, decision tables, test scenarios, approval evidence and post-launch learning records.

• Support omni-channel decisioning across app, internet banking, banker channels, CRM, email and future digital experiences by ensuring rules and treatments are consistent with customer journey intent.

• Assist with decisioning governance by checking that privacy, consent, risk, suitability, operational and compliance controls are embedded into decision strategies and execution processes.

• Use performance data, experimentation results, customer behaviour and channel feedback to identify decisioning optimisation opportunities and recommend improvements.

• Support measurement and reporting routines that assess customer outcomes, commercial outcomes, decision effectiveness, operating health and delivery performance.

• Contribute to Personalisation as a Service by helping build reusable decisioning patterns, playbooks, templates, contact policy guidance and knowledge assets for other teams to leverage.

• Escalate risks, blockers, trade-offs and decision points early, providing clear options and recommendations to support timely decision making.

• Build decisioning capability across the team through documentation, knowledge sharing, coaching support and continuous improvement of ways of working.

Near-term FY27 emphasis:

• PEGA Customer Decision Hub enablement and use case delivery.

• Unica to PEGA migration support and decisioning artefact development.

• SCFE integration and omni-channel decisioning readiness.

• Next Best Action and Next Best Conversation use case delivery.

• Contact policy, arbitration, suppression and eligibility framework application.

• Measurement, optimisation and reusable decisioning pattern development.

What will you bring?

‘Must have’ knowledge, skills and experiences

• Decisioning delivery: Experience supporting or leading customer decisioning, personalisation, campaign logic, next best action or customer treatment initiatives from requirements through to optimisation.

• End-to-end initiative management: Ability to manage assigned initiatives across discovery, requirements, dependency management, testing, launch support, measurement and continuous improvement.

• Data-driven decision making: Ability to translate customer data, behavioural signals, business objectives and channel context into clear, documented decisioning requirements.

• Customer focus: Ability to balance customer relevance, commercial outcomes, risk, suitability and channel experience when shaping decisioning logic.

• Decision governance: Working understanding of eligibility, suitability, suppression, contact policy, prioritisation, arbitration and decision rule governance.

• Stakeholder collaboration: Ability to work constructively across Data, Digital, Product, Technology, Legal, Risk, Compliance, Customer Lifecycle and frontline teams.

• Performance optimisation: Ability to use measurement, experimentation and performance insight to identify improvement opportunities and support optimisation recommendations.

• Communication and documentation: Strong ability to document requirements, rules, test scenarios, risks, decisions and recommendations clearly for technical and business audiences.

• Risk and control mindset: Awareness of privacy, consent, operational risk, suitability and regulatory considerations in customer decisioning and communications.

• Change and learning agility: Ability to work through ambiguity, adapt to platform migration and help embed new ways of working across PEGA and decisioning delivery.

‘Good to have’ knowledge, skills and experiences

• PEGA Customer Decision Hub: Exposure to PEGA Decisioning, Customer Decision Hub, Next Best Action or similar decisioning capability.

• Marketing and engagement platforms: Working knowledge of Unica, Adobe, Salesforce, CRM, campaign management or customer engagement platforms.

• AI and predictive analytics: Understanding of propensity models, adaptive models, predictive analytics or AI-driven customer engagement.

• Omni-channel orchestration: Experience supporting decision strategies across digital, banker, CRM, email, app, internet banking or assisted channels.

• Financial services environment: Understanding of banking, B&PB customer needs, customer communications, privacy, consent and regulatory requirements.

• Agile delivery: Experience working in agile squads, cross-functional delivery teams or transformation programs with changing priorities and dependencies.

Capabilities

• Customer focus and human-centred decision making

• Decisioning delivery and initiative ownership

• Data literacy and insight translation

• Decision quality and judgement

• Systems thinking and rule logic design

• Risk judgement and control mindset

• Stakeholder collaboration and influencing

• Clear communication and documentation

• Experimentation, optimisation and continuous improvement

• Delivery planning and governance

• Adaptability and learning agility

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 127534 .

Job Posting End Date

16/11/2026, 11.59pm, (Melbourne Australia)