Customer Communications & Experience Lead - Hybrid (12m FTC)

Westpac; Sydney; Hybrid; AUD 120,000 - 160,000; Full time

Benefits offered by this job

Banking product discounts

Flexible work arrangements

Learning and development

Volunteer opportunities

Job summary

Westpac is seeking a Customer Communication & Experience Manager to lead the development and delivery of customer communications across business, product and regulatory change initiatives. Based in Sydney with hybrid working, you will map journeys, shape approaches and ensure timely, clear communications that improve customer outcomes.

You’ll collaborate across marketing, risk and delivery teams to translate complex changes into customer-centred experiences.

Qualifications

• Experience in customer communications, marketing, CX or change programs.
• Exceptional written and verbal communication skills.
• Ability to develop multi-channel communication strategies.
• Strong stakeholder relationship management across business and support functions.
• Experience using customer insights, feedback and data to drive communication outcomes.
• Understanding of customer journey mapping and experience design.
• Ability to manage multiple initiatives and competing priorities.
• Strong risk awareness and governance understanding.
• Growth mindset and customer-first approach.
• Experience delivering communication outcomes in complex corporate environments.
• Experience using CRM platforms such as Adobe Journey Optimiser or Salesforce.

Responsibilities

• Lead development and delivery of customer communication strategies.
• Inform, educate and engage customers through business, product and regulatory changes.
• Collaborate with stakeholders across marketing, risk and delivery teams to ensure communications are clear and timely.
• Translate complex changes into customer-centric communications and experiences.

Skills

Customer communications

Stakeholder management

Multi-channel communications

Change programs

Customer journey mapping

Data-driven decision making

Governance awareness

CRM tools

Written and verbal communication

Adobe Journey Optimiser

Salesforce

Tools

Adobe Journey Optimiser

Salesforce

Job description

Westpac is seeking a Customer Communication & Experience Manager to lead the development and delivery of customer communications across business, product and regulatory change initiatives. Based in Sydney with hybrid working, you will map journeys, shape approaches and ensure timely, clear communications that improve customer outcomes.

You’ll collaborate across marketing, risk and delivery teams to translate complex changes into customer-centred experiences.