Head of Customer Experience & Sales EffectivenessOverviewWe'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 lead 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 responsibilitiesDrive operational performance disciplines and operating rhythms to achieve consistent delivery of SLAs across Virtual BankingDrive customer and business outcomes by optimizing sales and service processes, and implementing key performance initiativesPartner with Digital, IT and external parties to evolve the customer engagement across voice, messaging, and digital platformsPlay a key role in implementing AI, self-service and omni-channel solutions for differing segments of our customer baseLead and coordinate change management initiatives, assessing and embedding key changes, while proactively driving business transformationLead effective risk and compliance management, balancing operational effectiveness and fostering a strong risk cultureWhat you'll bring / QualificationsDynamic and strategic senior leader with deep understanding of customer excellence, contact centre management and emerging contact centre technologiesStrong capability in relationship management and stakeholder engagement across various business segmentsExtensive knowledge of customer needs, pain points, emerging technologies and AI, contact centre operations, market trends and the competitive landscapeAbility to drive impactful business decisions and lead strategic project design and deliveryProactive, results-focused leader who thrives in a fast-paced setting and can influence meaningful changeCommitment to fostering a risk-aware culture while maintaining operational excellence and business growthWhy join usSpecial offers on banking products and discounts from top brands, including generous employee-only mortgage ratesA variety of leave options including Culture, Lifestyle and Wellbeing leaveTailored learning and development opportunities to grow your career within the bankOpportunities to give back to the community through volunteering initiativesHow to applyCreate 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 for veterans, Indigenous Australians and the neurodiverse community.If you need any adjustments during the recruitment process, you can find out more information by visiting the People with Disability and/or needing Accessibility Requirements page on our website.
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📌 Head Of Customer Experience & Sales Effectiveness
🏢 Westpac Group
📍 New South Wales