Senior Manager, Customer Comms, Enablement

Westpac; Sydney; Hybrid; AUD 180,000 - 240,000; Full time

Benefits offered by this job

Mortgage & mortgage rates for staff

Flexible work arrangements

Learning & development opportunities

Community volunteering

Job summary

Westpac in Sydney is seeking a Senior Manager, Customer Communications - Enablement to strengthen how customer communications are planned, prioritised, sequenced, governed and delivered across the organisation.

You'll establish the framework and operating rhythm enabling teams to coordinate customer communications with a customer-focused, compliant and risk-aware approach, while driving governance, guidelines and playbooks for the department.

Qualifications

• Strong experience in customer communications strategy, operations, governance or enablement within a large organisation.
• Proven ability to establish planning, prioritisation and reporting frameworks.
• Experience coordinating cross-functional programs and stakeholder groups.
• Strong understanding of customer communication governance and risk management.
• Experience managing rapid response, rectification or issue management processes.
• Ability to develop and embed standards, guidelines, playbooks and operating frameworks.
• Strong stakeholder engagement and influencing skills across diverse business functions.
• Excellent judgement, prioritisation and attention to detail.
• Strong written communication skills, with the ability to simplify complex information into simple, and customer-focused messages.
• Strong analytic skills with the ability to translate data into actionable insights.
• Commercial acumen and a focus on delivering measurable outcomes.
• Experience driving capability uplift and continuous improvement initiatives.
• Resilience and adaptability in fast-paced and evolving environments.
• Experience using Adobe or CRM software such as SalesForce (desirable).
• Comfort working in a fast-moving environment where some urgent activity may require support outside standard working hours.

Responsibilities

• Strengthen how customer communications are planned, prioritised, sequenced, governed and delivered across the organisation.
• Help establish framework and operating rhythm for coordination of customer communications.
• Ensure activity is customer-focused, compliant, strategically aligned and delivered with appropriate risk oversight.
• Improve governance, guidelines, playbooks and standards for the Customer Communications team.
• Embed consistent, practical and customer-led ways of working across marketing, service, regulatory, remediation and operational communications.
• Drive the planning and governance of customer communications, maintaining a single view of upcoming activity, customer impacts, risks and dependencies.
• Oversee rapid response and rectification communication processes, ensuring urgent customer issues are addressed quickly and accurately.
• Work across Marketing, Product, Brand, Compliance, Corporate Affairs, Technology and Business teams to drive continuous improvement.
• Establish best-practice standards and build customer communication capability across the organisation.

Skills

Customer communications strategy

Operations governance

Enablement & training

Cross-functional coordination

Risk management

Stakeholder engagement

Written communication

Analytical capabilities

Commercial acumen

Change management

Salesforce familiarity

Adobe familiarity

Tools

Salesforce

Adobe

Job description

• Sydney based, hybrid opportunity
• Drive enterprise-wide customer communications planning, governance and enablement
• Strengthen customer communication planning, rapid response processes and best practice c across the team

What's the role?

We’re looking for a Senior Manager, Customer Communications - Enablement, who’ll play a critical role in strengthening how customer communications are planned, prioritised, sequenced, governed and delivered across the organisation. You'll help establish the framework and operating rhythm that enables teams to coordinate customer communications effectively, ensuring activity is customer-focused, compliant, strategically aligned and delivered with appropriate risk oversight.

This role will continually improve customer experience, governance, guidelines, playbooks and standards for the Customer Communications team, helping embed consistent, practical and customer-led ways of working across marketing, service, regulatory, remediation and operational communications.

You will drive the planning and governance of customer communications, maintaining a single view of upcoming activity, customer impacts, risks and dependencies. You'll also oversee rapid response and rectification communication processes, ensuring urgent customer issues are addressed quickly, accurately and with care.

Working across Marketing, Product, Brand, Compliance, Corporate Affairs, Technology and Business teams, you'll drive continuous improvement, establish best-practice standards and build customer communication capability across the organisation.

What do I need?

We're looking for an experienced customer communications, governance or operations expert who thrives in complex environments and enjoys driving structure, visibility and continuous improvement.

• Strong experience in customer communications strategy, operations, governance or enablement within a large organisation
• Proven ability to establish planning, prioritisation and reporting frameworks
• Experience coordinating cross-functional programs and stakeholder groups
• Strong understanding of customer communication governance and risk management
• Experience managing rapid response, rectification or issue management processesAbility to develop and embed standards, guidelines, playbooks and operating frameworks
• Strong stakeholder engagement and influencing skills across diverse business functions
• Excellent judgement, prioritisation and attention to detail
• Strong written communication skills, with the ability to simplify complex information into simple, and customer-focused messages.
• Strong analytic skills with the ability to translate data into actionable insights
• Commercial acumen and a focus on delivering measurable outcomes
• Experience driving capability uplift and continuous improvement initiatives
• Resilience and adaptability in fast-paced and evolving environments
• Experience using Adobe or CRM software such as SalesForce (desirable)
• Comfort working in a fast-moving environment where some urgent activity may require support outside standard working hours.

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.

We’re all about helping our people grow and succeed. Whether you’re a current employee, trainee, or intern, we’re committed to your career development Check out our FAQs and internal support resources here.