Customer Communications & Experience Lead (Sydney Hybrid)

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

Job summary

Westpac Group is seeking a Customer Communications & Experience Manager in Sydney on a 12-month fixed-term contract. The role focuses on developing and delivering customer communication strategies for business, product and regulatory changes, ensuring clear, timely communications across multiple channels to enhance the customer experience.

You’ll map journeys, leverage insights, and collaborate with marketing, risk and delivery teams to bring complex changes to life through customer-centric

Qualifications

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

Responsibilities

• Lead development and delivery of customer communication strategies for change initiatives.
• Collaborate across marketing, risk, delivery and business teams to ensure clarity and timeliness.
• Map customer journeys and shape communication approaches to improve outcomes.
• Use insights to inform channels and experiences that enhance customer satisfaction.

Skills

Customer communications

Marketing & CX

Change programs

Stakeholder management

Data-driven decisions

Journey mapping

Communication strategy

Risk awareness

Tools

Adobe Journey Optimiser

Salesforce

Job description

Westpac Group is seeking a Customer Communications & Experience Manager in Sydney on a 12-month fixed-term contract. The role focuses on developing and delivering customer communication strategies for business, product and regulatory changes, ensuring clear, timely communications across multiple channels to enhance the customer experience.

You’ll map journeys, leverage insights, and collaborate with marketing, risk and delivery teams to bring complex changes to life through customer-centric