Description What’s the role? We’re looking for someone to help shape the future of virtual banking and elevate the way we support and partner with millions of Australians through their life. You’ll play a role in leading the strategic design and delivery of exceptional customer experiences across all contact centre channels. Reporting to the National General Manager of Virtual Banking, this role requires an experienced contact centre specialist who is passionate about transforming customer journeys, driving operational efficiencies and empowering frontline leaders to deliver results in a fast paced and dynamic environment. Key responsibilities: Drive operational performance disciplines and operating rhythms in order to achieve consistent delivery of service level agreements (SLAs) across Virtual Banking Drive customer and business outcomes by optimizing sales and service processes, and implementing key performance initiatives. Partner with Digital, IT and external parties to evolve the customer engagement evolution across voice, messaging, and digital platforms Play a key role in implementing AI, self service and omni channel solutions for differing segments of our customer base Lead and coordinate change management initiatives, assessing and embedding key changes, while proactively driving business transformation. Lead effective risk and compliance management, balancing operational effectiveness and fostering a strong risk culture. What do I need? The role of Head of Customer Experience, Performance & Optimisation, Virtual Banking is to drive the development of key strategies and initiatives to improve the overall performance of Virtual Banking, uplift banker engagement and effectiveness, ensure continuous process improvement, embrace new technologies to build strong customer advocacy while ensuring the business proactively meets its key risk outcomes We are seeking a dynamic and strategic senior leader with a deep understanding of customer excellence, contact centre management and emerging contact centre technologies. This role requires a strong capability in relationship management and stakeholder engagement, ensuring effective collaboration across various business segments. The ideal candidate will have extensive knowledge of customer needs, pain points, emerging technologies and AI, contact centre operations, market trends, and the competitive landscape, using these insights to drive impact business decisions. As a key contributor to business success, you will provide concise and effective recommendations to improve customer advocacy, performance and efficiency. Your expertise in strategic project design and delivery will enable you to lead initiatives that balance exceptional customer experiences with desired business outcomes. A proactive and results-focused approach is essential, ensuring that the organisation stays ahead in a rapidly evolving industry. You will foster a risk-aware culture while maintaining operational excellence and business growth. If you thrive in a fast-paced environment and have the leadership skills to influence and drive meaningful change, we want to hear from you. 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! 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 .
