Retail Banking Summer Intern Program (Nov 2023)

Australia Retail supports ANZ’s largest market, with approximately 15,000 employees serving five million Retail customers across Australia. The division includes ANZ’s Retail banking propositions in Australia, including Customer Engagement, Marketing, Strategic Delivery, Financial Wellbeing- Research and Design, Home Loans, Everyday Banking, Customer Migration and Customer Service Operations. It also includes portfolios who support ANZ’s online and mobile banking applications and other digital solutions, as well as customer remediation and complaints resolutions. 

 Led by Maile Carnegie, the Australia Retail division is instrumental in supporting our customers’ financial wellbeing. 

What to expect in your 8-week Australia Retail Internship?

As a Retail intern, you will be exposed to a wide range of development opportunities and experiences in how we serve and work with our customers across one or more of our businesses. You will receive full support and training, and the guidance to help you decide if ANZ is where you want to be. At the end of the internship, you’ll have the opportunity for an early offer into our graduate program the following year.  

The program may have you working across the following Retail portfolios: 

Customer Engagement: Marketing & Digital Sales and Retail Distribution 

The Customer Engagement portfolio is accountable for developing and delivering integrated marketing, sales, and service strategies. The teams are committed to strengthening our customer focus, drive acquisition, engagement, and retention of our customers, through marketing, sales, service, coaching and personalisation. They do this across all digital and assisted customer channels. 

Strategic Delivery 

The Retail Strategic Delivery portfolio partner with the business and product areas to help shape ANZ’s strategy, drive business performance and protect the integrity of the Australia Retail Division. 

The Strategic Delivery portfolio is made up of: 

• Strategic Direction 
• Divisional Enablement 
• Delivery & Investment Management 
• Performance Management 
• Pricing  

Financial Wellbeing (FWB), Research & Design 

The Financial Wellbeing (FWB), Research & Design portfolio drives alignment and prioritisation of existing financial wellbeing work and research, along with opportunities to drive disruptive innovation for new products and customer segments. In partnership with the Marketing, ANZx and Design teams, the portfolio works to embed and operationalise financial wellbeing measures and metrics across our Australia business. 

Home Loans 

The Home Loans Tribe is responsible for providing home loan products to Australians and for managing ANZ’s supporting home loan systems. The Tribe is also responsible for Home Loan marketing and offers, the tribe works closely with Pricing to set home loan interest rates, with risk to set home loan policy, and with distribution and customer service operations to manage the end-to-end home loan customer experience.  

 Everyday Banking- Credit Cards & Personal Lending and Deposits 

The Everyday Banking portfolio consists of the Credit Cards & Personal Lending Tribe and the Deposits Tribe. The portfolio focuses on the opportunities that deposit and transaction accounts, credit cards, personal loans and payments provide to engage with our customers throughout the life cycle and importantly, improve their financial wellbeing. 

The division plays a key role in supporting ANZ’s key Financial Wellbeing Pillars, including: 

• Plan your spend 
• Organise your accounts 
• Manage debt 

Customer Migration 

The Customer Migration portfolio consists of our Migration and Simplification teams, and the customer migration activities that are part of the proposed Suncorp Bank acquisition. The portfolio focuses on bridging the gap between today and tomorrow’s business, it is the centre of excellence for all migration activity, including simplification, across ANZ, ANZ Plus, Technology and proposed Suncorp Bank acquisition. 

Customer Service Operations 

The Customer Services Operations portfolio is focused on delivering end-to-end customer outcomes as efficiently and effectively as possible. The portfolio manages the customer life cycle of onboarding, assessment, and fulfilment to the protection and detection of fraud, the minimisation of losses through collections, hardship, and the resolution of disputed transactions. The portfolio also manages the accounts for deceased estates and all vendor contracts for Australia Retail divisions. 

Customer Resolution & Remediation 

The Customer Resolution & Remediation portfolio drives ANZ’s fair treatment of customers through effective complaint resolution and remediation, as well as promoting education and product management uplift and customer and community advocacy. The portfolio is committed to enhancing the banks products, systems, and data capabilities to elevate customer listening and for the prevention and detection of future customer remediation matters. 

Who makes a good Australia Retail Intern? 

You don’t need a banking or finance background to join Australia Retail – you will enjoy collaborating on exciting projects, thrive working in a team, be a strong communicator, enjoy putting forward ideas and deliver at pace. You are passionate about helping our customers meet their needs through creative ideas, data, research, and problem solving – building strong relationships along the way. You are friendly, curious, self-motivated, and keen to build your understanding of how a business operates. 

Suitable applicants 

We are looking for well-rounded people who are keen to join a fast-paced, rapidly transforming business 

environment. Our Australia Retail stream is degree agnostic, we are looking for passion and skills from all study streams. 

Interns who go on to become Graduates in our program are from diverse backgrounds but have one thing in common: they’re passionate about our customers and are committed to creating a great customer experience.