Senior Manager Customer Communication & Experience – UNITE

Job Description

Create your best future and join Westpac as a Senior Manager Customer Communication & 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 take the lead on how we communicate significant product, platform and process changes to business customers.

You'll lead the way in shaping how we communicate meaningful change to our business customers. Taking end-to-end ownership from developing the communications strategy through to execution, you'll design and deliver customer 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 business products and services, partnering closely with Marketing to bring communication strategies to life and create seamless, customer-led experiences across every channel.

What do I need?

Extensive communications experience within financial services, with hands-on exposure to customer products and services.Deep experience supporting business customers, with a strong understanding of business banking products, customer segments and customer communication needs.Proven ability to develop and own end-to-end customer communication plans, aligning business, regulatory and customer experience objectives with clear success measures.A track record of delivering integrated, multi-channel communications at scale, taking accountability for customer-facing materials and delivery to time, budget and resource constraints.Strong customer journey design and lifecycle expertise, with the ability to simplify complex change into clear, actionable messaging that builds customer confidence.Experience leveraging governance and approval frameworks, partnering with Legal, Compliance, Product and Risk to ensure all communications meet regulatory, brand and risk requirements.Senior stakeholder engagement and cross-functional leadership skills, acting as a central point of accountability and influencing outcomes across Product, Technology, Risk and business teams.Experience delivering enterprise migration or transformation programmes, with the ability to navigate ambiguity and embed best practice.Practical experience using martech and marketing automation platforms such as Adobe Experience Platform (preferred), 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.

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