Customer Outcomes Manager

Overview At Westpac, we are committed to helping our customers achieve better financial outcomes and experiences. As a Customer Outcomes Manager, you will play a key role in turning that commitment into action by leading and supporting initiatives that improve customer experiences and outcomes across the business. Responsibilities Lead and support initiatives that improve customer experiences and outcomes across the business. Bring together insights from customer feedback, complaints, quality assurance, operational data, risk events, and business performance to identify emerging themes and uncover opportunities for improvement. Influence meaningful change across the business, from concept through to completion, by developing practical solutions and overseeing implementation. Assess customer impacts, develop solutions, and partner with leaders and stakeholders to ensure decisions balance customer, business, and regulatory considerations. Analyse data, uncover insights, and translate findings into actionable recommendations that drive measurable improvement. Qualifications Strong knowledge of banking, financial services, or customer‑facing risk environments. Experience in customer outcomes, customer experience, conduct, risk, compliance, operations, product, change delivery, remediation, or a similar discipline within financial services. Ability to analyse information, identify themes, and uncover opportunities for improvement. Experience solving complex customer or business problems and delivering outcomes in ambiguous environments. Strong stakeholder management skills and the ability to influence across teams and levels of the organisation. Customer‑first mindset, balanced with sound commercial and risk judgement. Confidence working with data, insights, and evidence to support recommendations and decision making. Ability to manage competing priorities while maintaining a focus on quality and customer impact. A curiosity that drives you to ask “why?”, challenge conventional thinking, and passionately pursue better outcomes for customers. Benefits 4 weeks standard holiday + 5 additional days of well‑being leave. Options for additional purchased leave up to 4 weeks per year. Banking benefits, insurance discounts, and a superannuation scheme. Career growth opportunities and internal promotion programmes. Generous parental leave and top‑up for government‑paid parental leave. School holiday subsidy to help balance work and family during the school holiday. Environmental and community care programmes. Commitment to a Diverse Workforce We encourage people from all walks of life to apply, including those who are neurodiverse, have chronic health conditions or disabilities – your attitude and passion are as important as your experience, qualifications and capabilities. Applications close: 4 August 2026 #J-18808-Ljbffr