Senior Product Manager - Customer & Advocacy at Westpac Group

, , Australia -

Full Time

Start Date

Immediate

Expiry Date

12 Jul, 26

Salary

0.0

Posted On

13 Apr, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer experience, Customer advocacy, Service performance, NPS, Customer sentiment analysis, Data translation, Strategic narrative development, Forecasting, Benefits modelling, Initiative evaluation, Stakeholder management, Leadership, Mentoring, Cross-functional alignment, Financial impact analysis

Industry

Financial Services

Description

Create your best future and join Everyday Banking as a Senior Product Manager - Customer & Advocacy What’s the role? This role sits within Everyday Banking and plays a key role in shaping and delivering the Customer Advocacy and Service Experience strategy across the Line of Business. You’ll focus on lifting customer advocacy, reducing friction and complaints, and strengthening customer‑led decision making. Working across Product, Operations, Risk, Customer Advocacy and frontline teams, you’ll turn customer insights, complaints data and performance metrics into clear priorities and actions that improve customer outcomes and retention. You’ll also take on a visible leadership role — mentoring junior team members, facilitating cross‑functional alignment, and influencing senior stakeholders through clear narrative and insight‑led recommendations. This is a full‑time, permanent role, open to location, with flexible and hybrid working available. What do I need? * Strong experience working with customer experience, advocacy, complaints or service performance, including NPS and customer sentiment metrics * Confidence translating data, insights and trends into clear narratives and recommendations for senior leaders * Proven capability in forecasting, benefits modelling and initiative evaluation, including advocacy and financial impacts * Solid understanding of branch, contact centre and virtual service channels, and how frontline operations work * Strong communication and influencing skills, with the ability to align multiple teams around shared customer outcomes Our Promise to You We’re obsessed with becoming our customers' #1 banking partner for life and we’re looking for people who are passionate about helping us achieve that goal. In return, we’re committed to making Westpac the best place to work in the country. Here are just a few of the ways we’re already doing that: * Special offers on banking products and discounts from top brands, including generous employee-only mortgage rates! * Flexible work arrangements to help you achieve a greater work/life balance, and a variety of leave options including Culture, Lifestyle and Wellbeing leave. * Tailored learning and development opportunities to help your grow your career within the bank. * Lots of opportunities to ‘give back’ to the Community by getting involved in our many volunteering initiatives. 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 more information and contact details on our FAQs and how to contact us page [https://aus01.safelinks.protection.outlook.com/?url=https%3A%2F%2Fwww.westpac.com.au%2Fabout-westpac%2Fcareers%2Ffaq-contact-us%2F&data=05%7C02%7Cdakotah.bishop%40westpac.com.au%7Cd15ccf34ab1e42eba8b108de7044f492%7C57c64fd466ca49f5ab382e67ef58e724%7C0%7C0%7C639071638622937325%7CUnknown%7CTWFpbGZsb3d8eyJFbXB0eU1hcGkiOnRydWUsIlYiOiIwLjAuMDAwMCIsIlAiOiJXaW4zMiIsIkFOIjoiTWFpbCIsIldUIjoyfQ%3D%3D%7C0%7C%7C%7C&sdata=CVu4NaILh3E9bnppTkmFikGV3MAwuAh5JuFwMi%2FFj5o%3D&reserved=0], under the ‘Diversity, sustainability and flexibility’ section.

Responsibilities

The Senior Product Manager will shape and deliver the Customer Advocacy and Service Experience strategy to improve customer outcomes and retention. They will lead cross-functional teams to turn customer insights and performance metrics into actionable priorities.