Manager Customer Communications And Experience

Create your best future and join Westpac as a Manager, Customer Communications & Experience – UNITE

What's the role?

UNITE is a business-led, tech-enabled transformation delivering simplification and benefits for our customers, employees and shareholders. As part of the UNITE program, you'll help shape how we communicate significant product, platform and process changes to customers. 

A key focus of this role will be designing and delivering customer journeys and communications that support business customers through change with confidence and clarity. You'll be the voice behind meaningful moments of change for our customers. You'll plan and deliver communications that inform, reassure and engage, making sure every message feels human, relevant and timely.

This is a full-time role based in Sydney, with flexible working options. You'll work across a range of products and services, partnering closely with teams across the business to bring communication plans to life and create seamless experiences across every channel.

What do I need?

• Communications experience within financial services, with hands-on exposure to customer products and services.
• Experience supporting business customers and an understanding of business banking products, customer segments and customer communication needs will be highly regarded.
• Strong understanding of customer communications, customer journeys and lifecycle communications, with the ability to translate complex information into clear, engaging messages.
• The ability to turn initiative plans and detailed product information into customer-focused communications across multiple channels.
• Proven ability to manage complexity, navigate ambiguity and maintain strong attention to detail.
• Strong collaboration skills, with experience working alongside stakeholders across product, technology, risk and business teams to manage approvals and deliver communication outcomes.
• A customer-first mindset, with experience mapping journeys and tailoring messages to different customer segments.
• Practical experience using marketing technology and customer communications platforms such as Adobe Experience Platform, Adobe Journey Optimiser, Salesforce Marketing Cloud or similar technologies.

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

To get started, simply click on the APPLY or APPLY NOW button

 

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.