Senior Manager, Contact Strategy - Customer Solutions

Create your best future and join Westpac as a Senior Manager, Contact Strategy - Customer Solutions

• Shape strategies that make a real difference – Use data, analytics and customer insights to improve how we support customers
• Build the future of customer engagement – Contribute to innovative solutions, pilots and emerging capabilities
• Work with great people – collaborative team where different perspectives are valued and success is shared.

What’s the role?

As a Senior Manager Contact Strategy, you'll design and improve customer engagement strategies that support people experiencing financial vulnerability, hardship or repayment difficulties. You'll help determine the most effective ways to connect with customers across channels such as SMS, letters and phone, ensuring the right conversations happen at the right time.

Working across strategy, data and stakeholder engagement, you'll partner with Customer Assist, Operations, Technology and Analytics teams to solve real customer challenges. From identifying trends in complex datasets to shaping new communication approaches and supporting delivery, you'll play a key role throughout the entire strategy lifecycle.

You'll join a collaborative and supportive team where ideas are welcomed, knowledge is shared and people are empowered to make an impact. Supported by a leader who values autonomy, development and fresh thinking, you'll have the opportunity to take ownership of your work, contribute new ideas and continue growing your capability.

What do I need?

You'll be someone who enjoys solving complex problems and uncovering insights that drive better customer and business outcomes. Equally comfortable working with data and engaging stakeholders, you know how to translate analytical findings into practical solutions and can confidently move between technical discussions and business conversations.

You'll also bring:

• Strong technical and analytical capability, including advanced Excel \& SQL skills and experience using Power BI, Tableau or similar tools to transform data into meaningful insights and recommendations.
• The ability to break down complex business challenges, connect the dots across data, customer outcomes and operational impacts, and develop practical solutions that create real value.
• Exceptional stakeholder engagement and communication skills, enabling you to build trusted relationships, influence outcomes and work effectively across both technical and non-technical teams.

Nice to have : Experience with Python, Alteryx, Power Apps, Power Automate, or developing proof-of-concepts, pilots and automation solutions. Exposure to workflow, decisioning or collections systems, including reviewing system logic, configuration, business rules and customer treatment pathways, would be highly regarded.

You'll thrive if you're naturally curious, enjoy questioning the status quo and are comfortable working autonomously while collaborating closely with others to deliver shared outcomes.

Why join us?

We’re obsessed with becoming our customers' #1 banking partner for life and we’re looking for people who are passionate about helping us achieve that goal. In return, we’re committed to making Westpac the best place to work in the country. Here are just a few of the ways we’re already doing that:

• Special offers on banking products and discounts from top brands, including generous employee-only mortgage rates!
• Flexible work arrangements to help you achieve a greater work/life balance, and a variety of leave options including Culture, Lifestyle and Wellbeing leave.
• Tailored learning and development opportunities to help your grow your career within the bank.
• Lots of opportunities to ‘give back’ to the Community by getting involved in our many volunteering initiatives.

Create your future today

To get started, simply click on the APPLY or APPLY NOW button

We’re all about creating a supportive and inclusive community. We welcome everyone – no matter your age, gender, background, or abilities. We also provide additional support to welcome our veterans, Indigenous Australians and neurodiverse community.

If you need any adjustments during the recruitment process, you can find out more information and additional contact details by visiting the "People with Disability and/or needing Accessibility Requirements" page on our website .