Senior Manager, Customer Comms, Enablement

Westpac Group; Sydney; Hybrid; AUD 140,000 - 180,000; Full time

Benefits offered by this job

Special offers on banking products and

Flexible work arrangements

Learning and development opportunities

Volunteering initiatives

Job summary

Westpac Group in Sydney is seeking a Senior Manager, Customer Communications - Enablement to strengthen how customer communications are planned, governed and delivered across the organisation. You will establish a framework and operating rhythm that coordinates activity, risk oversight and customer-centred messaging in collaboration with Marketing, Service, Compliance and Technology teams.

The role focuses on governance, playbooks and standards, driving continuous improvement and capability

Qualifications

• Experience in customer communications strategy, operations, governance or enablement within a large organisation.
• 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 to translate complex information into customer-friendly messages.
• Strong analytical skills; 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 environments.
• Experience using Adobe or CRM software such as Salesforce (desirable).
• Comfort working in a fast-moving environment with some urgent activity outside standard hours.

Responsibilities

• Lead planning, governance and enablement of customer communications across the organisation.
• Establish frameworks, playbooks and operating rhythms for coordinated activity.
• Oversee rapid response, rectification and issue management processes.
• Collaborate with Marketing, Product, Brand, Compliance and Technology to drive improvements.
• Engage stakeholders across functions to ensure customer-focused messaging and risk oversight.

Skills

Customer communications strategy

Governance and risk management

Cross-functional coordination

Stakeholder engagement

Written communication

Analytical skills

Commercial acumen

Continuous improvement

Adaptability

Salesforce

Tools

Salesforce

Adobe

Job description

Senior Manager, Customer Comms, Enablement

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 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 analytical 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.