Manager, Customer Comms & Experience

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

• Drive customer communication strategies across key business and regulatory change initiatives
• Deliver engaging, customer-focused experiences that improve understanding, advocacy and outcomes

What's the role?

We’re looking for aCustomer Communication & Experience Manager who will lead the development and delivery of customer communication strategies that inform, educate and engage customers through business, product and regulatory change initiatives. You'll work across multiple stakeholders to ensure communications are clear, timely and delivered through the most effective channels to enhance the customer experience

You’ll play a key role in mapping customer journeys, shaping communication approaches, leveraging customer insights and ensuring every initiative delivers meaningful customer and commercial outcomes. Working across marketing, business, risk and delivery teams, you’ll help bring complex changes to life through customer-centric communications and experiences

Please note this is a 12 month full-time maximum term opportunity

What do I need?

We’re looking for a collaborative and commercially minded communications professional with a passion for customer experience and change delivery.

• 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

We’re obsessed with becoming our customers' #1 banking partner for life and we’re looking for people who are passionate about helping us achieve that goal. In return, we’re committed to making Westpac the best place to work in the country. Here are just a few of the ways we’re already doing that:

• Special offers on banking products and discounts from top brands, including generous employee-only mortgage rates!
• Flexible work arrangements to help you achieve a greater work/life balance, and a variety of leave options including Culture, Lifestyle and Wellbeing leave.
• Tailored learning and development opportunities to help your grow your career within the bank.
• Lots of opportunities to ‘give back’ to the Community by getting involved in our many volunteering initiatives.

Create Your Future Today

We’re all about creating a supportive and inclusive community. We welcome everyone – no matter your age, gender, background, or abilities. We also provide additional support to welcome our veterans, Indigenous Australians and neurodiverse community.

If you need any adjustments during the recruitment process, you can find more information and contact details on our FAQs and how to contact us page , under the ‘Diversity, Sustainability and Flexibility’ section.