Manager, Customer Comms & Experience

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

Description

• Sydney location, hybrid working
• 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.

Key qualities include:

• 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

Why join us?

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.