Head of Customer Experience & Sales Effectiveness

Head of Customer Experience & Sales EffectivenessWere 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. Youll 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.ResponsibilitiesDrive operational performance disciplines and operating rhythms in order to achieve consistent delivery of service level agreements (SLAs) across Virtual BankingDrive 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 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 transformation.Lead effective risk and compliance management, balancing operational effectiveness and fostering a strong risk culture.What youll needThe 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 outcomesWe 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.Were obsessed with becoming our customers #1 banking partner for life and were looking for people who are passionate about helping us achieve that goal. In return, were committed to making Westpac the best place to work in the country. Here are just a few of the ways were 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 leaveTailored learning and development opportunities to help your grow your career within the bankLots of opportunities to give back to the Community by getting involved in our many volunteering initiativesTo get started, simply click on the APPLY or APPLY NOW button.Were 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.Show morePerks and benefits Flexible working arrangements Leave to support lifestyle and wellbeing Family first Gender affirmation/transition leave Sorry business leave Career growth Health and wellbeing Discounted banking products and servicesShow moreResearching careers? Find all the information and tips you need on career advice. #J-18808-Ljbffr

Created: 2025-09-14