Manager, Customer Comms & Experience

Job description

Take the next step in your career with the Westpac Group! How will I help?: In this role, you’ll be hands on to lead customer marketing strategies that support customers through line‑of‑business change initiatives, using CRM‑led communications to inform, educate and engage. You’ll be responsible for delivering targeted campaigns, ensuring messages are relevant, timely and aligned to where customers sit in their journey. Your work will translate complex change and regulatory requirements into clear customer communications, delivered within agreed SLAs and measured through customer and delivery metrics including NPS. You’ll manage multiple initiatives end‑to‑end, owning marketing delivery timelines and collaborating with product, digital, legal, risk and agency partners to deliver communications. By mapping customer journeys across digital and service touchpoints, you’ll ensure communications extend beyond a single send and support the broader customer experience. You’ll use data, testing and optimisation to continuously improve outcomes, while maintaining strong governance and ownership of risk within the marketing stream. This position is offered as a 12-month max-term contract . W...