Customer Communications Lead

About the role

The Customer Communications Lead is responsible for planning, coordinating and delivering large‑scale, multi‑initiative communication programmes for Australia Retail at ANZ. You will ensure that all customer communications are clear, timely, empathetic, compliant and ready for operational rollout.

Key responsibilities

• Lead end‑to‑end delivery of customer communications programmes across multiple initiatives and channels.
• Own programme plans, milestones, dependencies, risks and delivery cadence.
• Coordinate delivery across communication owners and squads to ensure aligned sequencing and messaging.
• Prioritise competing communication initiatives and manage inter‑dependencies and resource allocation.
• Establish governance forums, delivery cadences and escalation pathways.
• Provide portfolio‑level visibility of delivery status, risks and capacity.
• Develop integrated communication delivery plans and ensure assets are delivered on time.

Required profile

• Strong experience in programme governance, sequencing and prioritisation.
• Proven ability to manage complex communications across transformation, migration, remediation and regulatory change.
• Excellent stakeholder management with Brand, Risk, Legal, frontline and delivery teams.
• Ability to translate communication standards and strategy into operational outcomes.

Required skills