Customer Communications & Experience Manager

About the role

Westpac Group is seeking a hands‑on leader to shape customer marketing strategies that support line‑of‑business change initiatives. You will use CRM‑driven communications to inform, educate and engage customers throughout their journey, ensuring messages are relevant, timely and compliant.

Key responsibilities

• Design and deliver targeted campaigns across direct mail and EDM channels, translating complex change and regulatory requirements into clear customer communications.
• Own end‑to‑end delivery of multiple initiatives, managing timelines and coordinating with product, digital, legal, risk and agency partners.
• Map customer journeys across digital and service touchpoints to extend communications beyond a single send.
• Leverage data, testing and optimisation to continuously improve campaign outcomes.
• Maintain strong governance, risk ownership and SLA compliance for all communications.

Required profile

• Hands‑on experience with CRM platforms delivering customer communications, preferably in a regulated or change‑focused environment.
• Proven ability to segment audiences, select appropriate channels and tailor messaging to lifecycle stages.
• Strong written and verbal communication skills, with experience preparing briefs and defining success metrics.
• Project‑management expertise, capable of tracking delivery timelines and communicating risks to stakeholders.
• Data‑driven, commercially minded and comfortable applying risk‑management principles.

Required skills

• CRM platforms (e.g., Salesforce Marketing Cloud, Adobe Campaign)
• Direct‑mail and EDM campaign execution
• Audience segmentation
• Data analysis and optimisation

What we offer

• Special offers on banking products and employee‑only mortgage rates.
• Flexible work arrangements and a range of leave options.
• Tailored learning and development opportunities.
• Opportunities to give back through volunteering initiatives.