Head of B&W Digital, Small Businesses & SME Customers
Sydney, NSW, Australia
Job Description
Join Us as Head of B&W Digital, Small Business & SME Customers
What's the Role
The Head of B&W Digital, Small Business & SME Customers is accountable for delivering best‐in‐class digital capabilities that enable Business & Wealth customers and frontline bankers to seamlessly complete sales and service activities across Westpac's digital platforms and products. The role leads digital transformation and ongoing management for the mass‐market Business & Wealth segment, ensuring scalable, compliant, and customer‐centric digital experiences that drive customer value, operational efficiency, and sustainable growth.
Key Responsibilities
* Design, own, and deliver the Business & Wealth digital customer strategy across key digital channels including:
* Westpac Mobile App
* Online Banking
* Third‐party and integrated partner channels
* Prioritise, design, and deliver digital self‐service capabilities to improve customer outcomes and reduce assisted demand.
* Lead the development of customer value propositions across digital products and services, from ideation to launch and lifecycle management (DevOps).
Digital Platform Ownership & Delivery
* Own and operate Business Digital platforms and channels, including performance management, operational reporting, and service optimisation.
* Lead development of digital products and services in scope, including (but not limited to):
* Digital identity and verification (ID & EV)
* Digital Banker capabilities
* Adobe Experience Manager
* Partner with Digital and Technology teams to ensure all solutions meet viability, desirability, and feasibility standards.
Enterprise Collaboration & Integration
* Partner closely with Consumer Digital and UNITE to ensure organisational alignment and shared delivery objectives.
* Collaborate with Branch Digitisation and the Contact Centre as a Service (CCaaS) program to deliver an integrated, enterprise‐wide customer experience.
* Enable strong cross‐functional collaboration across Business Units, Technology, Data, and Operations teams.
Risk, Governance & Compliance
* Provide oversight of customer outcomes in line with internal frameworks and policies.
* Maintain regulatory compliance with relevant legislation and policies, including:
* Ongoing monitoring of digital platforms and products
* Implementation of regulatory fixes via CI/CD where required
* Regulatory engagement as appropriate
* Act as the accountable risk owner for the Business Digital Platform, including Business Banking Online.
* Proactively manage operational and non‐financial risk across all digital platforms and products.
* Lead, develop, and engage high‐performing digital teams, driving strong employee engagement and capability uplift.
* Stay current with evolving digital technologies, customer expectations, and emerging market trends to continuously improve digital offerings.
What do I need?
You will be a highly experienced senior digital leader with a strong track record of owning and transforming large‐scale, customer‐facing digital platforms in complex, highly regulated environments, ideally within banking or financial services. The successful candidate will bring deep expertise in digital product strategy, platform operations, and end‐to‐end delivery across mobile, online, and integrated ecosystems, coupled with demonstrated accountability for material budgets, enterprise‐level risk, and regulatory outcomes. They will be a credible leader, capable of influencing at the most senior levels, aligning diverse business and technology stakeholders, and leading multi‐disciplinary teams to deliver measurable customer, commercial, and operational outcomes at scale. A strong enterprise mindset, disciplined execution, and a future‐focused approach to emerging technologies, AI, and evolving customer expectations are essential.
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.
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