Shayne Elliott: Engineering is a really critical part of what we do. As a trained engineer what's your technical skill base and area of focus?
Jonny Oenning: I look after the stability of the ANZ app - and the team of first and second responders when something is not working 100 per cent. We proactively look after that avoidance of problems.
And my other focus, my other passion, is the delivery of new features. Enabling the rest of our technology engineers and business to deliver new features and provide the right balance between stability and delivery acceleration.
Shayne Elliott: We work in an agile way - was that something you were experienced in before you joined the team at ANZ?
Jonny Oenning: Yes, I was always very passionate about agile and the way it was delivering. It's not just a delivery methodology, I think it's a way of behaving. I think it's a way of understanding problems and breaking through multiple little pieces and working with the wider group around you to work on those things instead of waiting for someone else.
Shayne Elliott: I agree, to me it's a culture and a way of thinking as opposed to a sort of a process in and of itself. So I think it's really enabled ANZ, there's no doubt. We've still got a long way to go, we're still learning, but that's the nature of it, isn't it? One of the things you're very passionate about is our app which has been, for a while, our most visible and most used channel. Last year we had a billion logons to the app, which is just an extraordinary number. And in fact, every month that keeps going higher and higher. Now, not only are people using (the app), it seems to be that people love it. And in fact, it was recognised in Money Magazine's awards as the mobile banking app of the year. Why do you think people love our app? And why do you think it wins awards like this one?
Jonny Oenning: Our focus is to provide a great customer experience and making banking easy for our customers. The combination of having multiple features is important. But I think what's even more important is having the feature that you need at that time ready for it to use.
I'll give you a simple example: activating a card. You have debit cards and credit cards through ANZ, imagine you receive your debit card, your brand new shiny debit card on a Friday afternoon. You went shopping on a Saturday and you are in the queue, ready to pay. And you think, oh, I forgot to activate the card. In the past three years you would have had to move away from the queue and call the bank to activate the card. Right now you can activate the card on the app with a couple of taps.
So that is one of the ways the ANZ app receives those awards - having a greater customer experience, having stability as well, to be able to use what you need when you want to use it.