Senior Customer Communications Manager - 12 month contract

Senior Customer Communications Manager (Operational Enablement)

• 12 month maximum term contract
• Location: 300 Murray St, Perth

See yourself in our team

The Customer, Marketing & Communications (CMC) is responsible for both bringing the customer to life for Bankwest and for bringing Bankwest to life for customers, ensuring all our audiences (colleagues, customers, the community, partners, stakeholders and the local government) understand who Bankwest is.

The Marketing Communications team, a part of CMC, combines marketing, campaign management, broker engagement, community support and customer communications.

We want to attract and retain customers through our marketing communications initiatives and deliver outcomes geared towards our ambitious business goals.

Do work that matters

This is a contract role in the team to support with 2 key special projects relating to customer communications.

You will drive the delivery of communications projects, working closely with relevant teams outside of the Customer Marketing Communications division to ensure communications meet regulatory and customer experience requirements.

​​1. Redesign how customer communications are prioritised, designed and evaluated

• Redesign team prioritisation framework in alignment with business operating rhythm and new communication channel guidelines.  
• Uplift standard operating procedures and team processes to meet business delivery cadence, the development and deployment of new channels whilst meeting regulatory requirements.
• Collaborate with other teams and areas to embed changes to how we design and deliver communications and the governance that surrounds it.    
• Take ownership of the evaluation and optimisation framework that needs to be built to inform future enhancements to campaigns or identify new campaign opportunities.    
• Design and implement a reporting cadence within the team, fit for purpose in the business.

2. Be the CMC lead for coordinated communications uplift

• Work with stakeholders across the business to align on the sequencing and uplift of a set of customer communications.
• Take ownership of implementing Bankwest’s new TOV updates whilst also meeting our regulatory requirements.
• Work with key delivery teams to implement changes within a 12-month period.

This contract role provides a unique opportunity to shape how this team operates to ensure that our processes are strategically designed to support a best-in-class communications function, that is aligned to business objectives, easily accessible, well understood and deeply embedded. 

And play a critical role in supporting a key communications project that will ensure key touchpoints with our customers are properly evaluated, uplifted and delivered to add value to our customers and meet our regulatory requirements.

We're interested in hearing from people who have:

• Proven experience in driving operational improvements and uplifting team operational effectiveness 
• Demonstrated experience and knowledge of marketing and/or communications processes.
• Experience delivering key projects for marketing or communications improvements - including technology, process improvement, governance and/or risk.
• A natural collaborator with excellent stakeholder management skills and the ability to bring together diverse groups of people for a common goal.
• Strong, versatile copywriting skills with the ability to write across multiple channels and within tone of voice guidelines.
• Proven experience leading a team and driving results.
• Ability to report and use data to gain insight as to how communications/experiences could be improved.
• Ability to work under pressure and meet deadlines through constant prioritisation  
• Excellent organisational and planning skills with the ability to remain calm under pressure 
• Intermediate MS Office Suite skills, including Outlook, Excel, Word, and PowerPoint.  
• 5+ years’ experience in a similar role preferred 
• Marketing or similar qualification or degree desirable but not essential.
• Knowledge of the Australian communications and regulatory environment is a bonus

If this sounds like you, please apply now!

If you're already part of the Commonwealth Bank Group (including Bankwest, x15ventures), you'll need to apply through Sidekick to submit a valid application. We’re keen to support you with the next step in your career.

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Advertising End Date: 31/01/2025