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About the Role

As a Senior Manager Contact Strategy, you will design and improve customer engagement strategies to support individuals experiencing financial vulnerability, hardship, or repayment difficulties. You will determine effective communication methods across channels like SMS, letters, and phone, ensuring timely and appropriate customer interactions. This role involves working across strategy, data, and stakeholder engagement, partnering with various teams to solve customer challenges and manage the strategy lifecycle from insight to delivery.

Responsibilities

Shape strategies that make a real difference using data, analytics, and customer insights to improve customer support.
Build the future of customer engagement by contributing to innovative solutions, pilots, and emerging capabilities.
Design and improve customer engagement strategies for customers experiencing financial vulnerability, hardship, or repayment difficulties.
Determine effective ways to connect with customers across channels such as SMS, letters, and phone.
Ensure the right conversations happen at the right time with customers.
Partner with Customer Assist, Operations, Technology, and Analytics teams to solve customer challenges.
Identify trends in complex datasets.
Shape new communication approaches.
Support the delivery of strategies throughout the entire strategy lifecycle.

Requirements

Enjoy solving complex problems and uncovering insights that drive better customer and business outcomes.
Be comfortable working with data and engaging stakeholders.
Translate analytical findings into practical solutions.
Confidently move between technical discussions and business conversations.
Strong technical and analytical capability.
Advanced Excel & SQL skills.
Experience using Power BI, Tableau, or similar tools to transform data into meaningful insights and recommendations.
Ability to break down complex business challenges.
Ability to connect the dots across data, customer outcomes, and operational impacts.
Develop practical solutions that create real value.
Exceptional stakeholder engagement and communication skills.
Build trusted relationships.
Influence outcomes.
Work effectively across both technical and non-technical teams.
Be naturally curious.
Enjoy questioning the status quo.
Be comfortable working autonomously while collaborating closely with others to deliver shared outcomes.

Skills

Advanced Excel
Advanced SQL
Power BI
Tableau
Stakeholder engagement
Communication skills
Python
Alteryx
Power Apps
Power Automate
Workflow systems
Decisioning systems
Collections systems

Location

Australia

Work Type

Full-time

Experience Level

Senior Manager

Benefits

Special offers on banking products
Discounts from top brands
Generous employee-only mortgage rates
Flexible work arrangements
Variety of leave options including Culture, Lifestyle and Wellbeing leave
Tailored learning and development opportunities
Opportunities to give back to the Community through volunteering initiatives

About the Company

Westpac is obsessed with becoming its customers' #1 banking partner for life.
Committed to making Westpac the best place to work in the country.

Equal Opportunity

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.