Liz Maguire of ANZ: The accidental banker
Disruption comes when there is dissatisfaction. That is the challenge for the bank. How do you make sure you are not inviting disruption?
When Liz Maguire started her career in retail banking more than 20 years ago there were no digital roles, or people holding an equivalent to her current post.
Maguire became head of digital and transformation at ANZ Bank nearly three years ago.
Before this, she was head of the bank’s branch optimisation programme, a $100 million-plus investment to update and reconfigure the ANZ branch network.
“I always say I have got the best job in the bank,” says Maguire.
“I look after digital across the bank in New Zealand and [look] after big transformation projects, primarily retail and business banking.
“How might we use digital technology to improve the processes we have, to improve the systems our staff use? And also, for things that enable us to provide a better customer experience?
As to what has changed from when she took on the role, she says, "Digital is now much more front and centre of bank strategies."
"Today, it is just the way the people do their banking."
Next: Digital exclusion, the accidental banker and the link between dissatisfaction and disruption
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