Manager Customer Comms & Experience, Unite (Sydney)

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.