Description Create your best future and join Westpac as a Senior Product Manager, Service Quality - Process & Experience Delivery. What’s the role? As a Senior Product Manager in the Process & Experience Village , you will lead service quality initiatives end to end — from discovery through to delivery and realised outcomes. You’ll shape and manage a prioritised backlog, lead discovery and business case development, and work closely with Product, Technology, Operations, Risk, BCM, and Delivery partners to ensure initiatives are delivery‑ready and aligned to strategic priorities. A key focus of the role is translating customer feedback and complaint insights into targeted improvements that enhance service quality and customer outcomes. You’ll maintain oversight through delivery and provide clear updates to senior stakeholders and governance forums. This role is a full-time permanent opportunity with flexibility on location. What do I need? Ideally has banking experience, with strong product knowledge. Proven experience leading initiatives end to end, from discovery through to delivery Strong customer and service quality mindset, with experience using complaints or customer insights to drive improvement Experience developing business cases and supporting prioritisation and planning Strong stakeholder management skills in complex, regulated environments Interest in data, automation, and AI‑enabled improvement Solid understanding of Agile and hybrid delivery approaches 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 more information and contact details on our FAQs and how to contact us page , under the ‘Diversity, sustainability and flexibility’ section.
