Program Manager - Member Experiences

About the role

Defence Bank, a member-owned bank serving the Defence Community for 50 years, is looking for an experienced Program Manager to lead a key initiative focused on improving member experience across important life moments. The role leads a portfolio of initiatives that improve member engagement, experience and product uptake, and is central to positioning the bank as a trusted partner through every stage of a member's defence life.

Key responsibilities

• Lead cross-functional delivery across Marketing, Product, Operations, Technology and frontline teams
• Drive initiatives that enhance member experience and engagement across key moments
• Coordinate dependencies, sequencing and capacity to optimise outcomes
• Provide clear insights, reporting and recommendations to governance forums and senior stakeholders
• Ensure consistency across channels and prevent fragmented member experiences
• Support the embedding of member experience capability across the organisation

Required profile

• 5+ years' experience in program or transformation delivery
• Proven ability to manage complex, cross-functional initiatives and dependencies
• Experience delivering customer or member experience initiatives
• Strong stakeholder engagement and influencing capability
• Ability to translate strategy into customer-focused outcomes

What we offer

• Meaningful work supporting regulatory compliance and organisational resilience
• Exposure to strategic enterprise-wide programs
• A collaborative and inclusive culture that values innovation and accountability
• Opportunities for professional growth and development
• Flexible ways of working and a commitment to employee wellbeing