Customer Communication Lead

MyState Bank; Brisbane; On-site; AUD 90,000 - 120,000; Full time

Job summary

MyState is seeking a Customer Communications Lead for an 18-month fixed-term role based in Brisbane or Hobart. You will partner with senior stakeholders to design and deliver customer communications during a major business integration and migration program.

Join a high-impact team within Customer & Marketing to shape messages, manage schedules and governance, and empower frontline teams with clear customer-focused communications.

Qualifications

• Experience delivering complex customer communications programs involving large-scale change, migration programs or regulatory communications.
• Outstanding writing and communication skills across multiple channels.
• Strong stakeholder management and relationship-building capability.
• The ability to simplify complex information into clear, engaging customer experiences.
• Excellent planning, governance and project coordination skills.
• Experience within financial services or another regulated industry will be highly regarded.

Responsibilities

• Developing and executing integrated customer communication strategies across the migration journey.
• Creating clear, customer-focused communications that translate complex regulatory, legal and operational requirements into simple, actionable messages.
• Managing communication schedules, dependencies, approvals and governance processes.
• Collaborating across Legal, Risk, Product, Operations, Technology and frontline teams.
• Equipping customer-facing teams with the resources and messaging they need to support customers confidently.
• Using customer insights, feedback and performance data to continuously improve communication outcomes.

Skills

Writing & verbal communication

Stakeholder management

Simplifying complex information

Planning, governance & coordination

Experience with large-scale change

Regulated industry experience

Job description

At MyState, we're entering an exciting new phase of growth and transformation. As one of Australia's fastest-growing diversified financial services organisations, we're expanding nationally while staying focused on what matters most: delivering better outcomes for our customers and communities.

This is your opportunity to play a leading role in one of the most significant customer change programs in our journey. You'll help shape how thousands of customers experience change, ensuring communications are clear, timely and focused on building trust every step of the way.

18-Month Fixed Term Opportunity

Location: Brisbane or Hobart

The Opportunity

As our Customer Communications Lead, you'll partner closely with senior stakeholders to develop and deliver customer communications for a major business integration and customer migration program. This 18-month fixed-term role sits within our Customer & Marketing team and offers the chance to influence a high-profile transformation initiative.

You'll be responsible for:

• Developing and executing integrated customer communication strategies across the migration journey.
• Creating clear, customer-focused communications that translate complex regulatory, legal and operational requirements into simple, actionable messages.
• Managing communication schedules, dependencies, approvals and governance processes.
• Collaborating across Legal, Risk, Product, Operations, Technology and frontline teams.
• Equipping customer-facing teams with the resources and messaging they need to support customers confidently.
• Using customer insights, feedback and performance data to continuously improve communication outcomes.

This is a role for someone who enjoys bringing clarity to complexity and influencing outcomes across a broad stakeholder landscape.

What You'll Bring

We're looking for a communications professional who combines strategic thinking with exceptional execution.

You'll bring:

• Experience delivering complex customer communications programs involving large-scale change, migration programs or regulatory communications.
• Outstanding writing and communication skills across multiple channels.
• Strong stakeholder management and relationship-building capability.
• The ability to simplify complex information into clear, engaging customer experiences.
• Excellent planning, governance and project coordination skills.
• Experience within financial services or another regulated industry will be highly regarded.

Most importantly, you'll be someone who shares our commitment to creating customer wow, collaborating to win and always chasing the better.

Why Join Us

This is a high-impact role at the centre of a major customer transformation program. You'll work with senior stakeholders across the business, influence customer outcomes at scale, and help shape the experience of thousands of customers during a significant period of change.

At MyState, we're growing, evolving and creating opportunities for people who want to make a difference. We offer meaningful work, genuine ownership and the chance to be part of a business that's ambitious about its future. If you enjoy solving complex problems, navigating change and influencing outcomes, you’ll find plenty of opportunity here.

Employment with MyState is subject to background checks including Bankruptcy, Police, and Credit checks to verify your suitability to work in the finance sector.

We are an equal opportunity employer, committed to creating an inclusive work environment where everyone is valued.