Director, Process Optimisation

Job description

Create your best future and join Westpac as a Director, Process Optimisation. Sydney or Melbourne location: What’s the role?: This full time role is based in Sydney on Warrane, Gadigal Country, with flexible working arrangements. As Director, Process Optimisation, you’ll shape and deliver improvements across priority customer journeys, reducing friction and lifting customer experience in ways people can feel straight away. You’ll run end to end process reviews, pinpoint what’s causing pain points, and lead the work that removes them. You’ll sit at the centre of the action, connecting journey squads with enterprise stakeholders so priorities stay aligned and delivery stays focused. You’ll influence senior stakeholders to support journey outcomes and policy shifts, and you’ll provide clear updates on progress, risks, and results. You’ll use data and insight to spot opportunities for self service and smarter ways of working, and you’ll define and track measures that show genuine impact, like Time to Cash, First Time Right, and NPS. You’ll also drive simplification, automation, and digitisation, enabling straight through processing where it makes sense and reducing operational effort t...