Customer Experience & Communications Lead

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

Job summary

Westpac Group is seeking a Customer Communication & Experience Manager to lead the development and delivery of customer communications during business, product and regulatory change initiatives. You will ensure communications are clear, timely and delivered through the best channels to enhance the customer experience.

You’ll work across marketing, risk and delivery teams to map journeys, shape approaches, leverage insights and bring complex changes to life with customer-centric communications

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 and collaboration skills 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 simultaneously.
• Strong risk awareness and understanding of governance requirements.
• A growth mindset, continuous improvement focus and customer-first approach.
• Experience delivering communication outcomes in complex corporate environments.
• Experience using Adobe Journey Optimiser or other CRM platforms such as Salesforce.

Responsibilities

• Develop and deliver customer communication strategies for change initiatives.
• Map customer journeys and shape communication approaches.
• Leverage customer insights to drive outcomes.
• Collaborate with marketing, risk and delivery teams.
• Deliver communications through effective channels to improve customer experience.

Skills

Customer communications

Customer experience

Change programs

Communication skills

Multi-channel communication

Stakeholder management

Insights-driven messaging

Journey mapping

Governance awareness

Growth mindset

Tools

Adobe Journey Optimiser

Salesforce

Job description

Westpac Group is seeking a Customer Communication & Experience Manager to lead the development and delivery of customer communications during business, product and regulatory change initiatives. You will ensure communications are clear, timely and delivered through the best channels to enhance the customer experience.

You’ll work across marketing, risk and delivery teams to map journeys, shape approaches, leverage insights and bring complex changes to life with customer-centric communications