Mō te tūranga | About the Role This role has a focus on supporting customers, risk, performance, and staff assisted channels of the portfolio.The role will be responsible for the end-to-end digital experience lifecycle including (but not limited to) strategic planning & thinking, business analysis, financial performance, risk management, governance, stakeholder management, journey analysis and CX.This role will also provide a positive contribution to team culture along with influencing and collaborating across the value chain.Key Responsibilibities of the role:
Management of the channel / digital experience including monitoring channel / digital experience performance and outcomes (NPS / complaints / feedback / conversions / incidents), market analysis/external benchmarking, content management, and developing digital experience strategies.
Lead activities that will improve the business including operational, system, and channel / digital experience changes.
Manage risk by completing channel / digital experience reviews according to policy, support management of issues, incidents, and remediations, monitor outliers, and support improved risk outcomes.
Ensure that robust processes are in place to support the end-to-end delivery of experiences and that all Digital Channel Governance requirements are completed. • Work across the value chain and with third parties and partners to provide specialist support in developing new Channels / digital experiences and solutions, subject to business case evaluation.
Champion the channel / digital experience throughout the organization.
Maintain a backlog for digital experiences, of persistent change and strategic initiatives
Support persistent change / strategic initiatives through business requirements, CX (including customer research, high level design and testing) and UAT.
Support the Head of Digital in developing and delivering the roadmap to improve commercial, customer, risk, and people outcomes.
Support customer-facing conversations through the development of channel / digital experience information and collateral communicated through change management teams.
Support the Head of Digital and Senior Channel Managers in ‘change’ initiatives ensuring alignment to Channel vision and strategy
Collaborate with Product Owners to deliver new / optimised experiences into the channel.
Effective day-to-day support of Channel analysts.
Contribute to a positive and high-performance team culture
Nā tāu rourou | What will you bring?
Experience in customer facing digital channels
Experience in delivering customer-focused outcomes
Experience in data analysis and reporting - strong analytical skills
Tertiary qualification in a relevant discipline
Experience within the Banking sector
Experience in large, consumer services organization
Westpac Hei Wāhi Mahi | Working at Westpac In addition to immersing yourself in a supportive team environment, you'll receive some great job perks and benefits including:
4 weeks standard holiday + 5 additional days of wellbeing leave to support you to be your best
Additional purchased leave options up to 4 weeks per year
Banking benefits, insurance discounts and superannuation scheme
Growth and development – we provide opportunities for development and promote internal mobility
Recognition - we recognise and reward our star performers
School holiday subsidy - help you balance work and family during school holiday
2 Volunteer days per year
Ko mātou tēnei | Our Organisation At Westpac, we’re working together to build a fairer and stronger New Zealand for our people, customers, and communities. For over 160 years we’ve been driven by our purpose to Create Better Futures Together.
What makes us unique are the incredible people we’re lucky enough to have walk through our doors every day. The giant ‘W’ on our building doesn’t just stand for Westpac – it says, double you. We’re a place that values, rewards and recognises individuality. Where you can be your whole self, your true self, and your best self. We’re recognised as a place where talent is developed, where passions are fuelled and where ambitions of all shapes and sizes thrive. And it all starts with you!
Tono mai ināianei! | Apply Now!
Apply today with your CV and Cover Letter.
The people of Aotearoa, New Zealand hail from many cultures and backgrounds. At Westpac New Zealand, we draw on this enormous talent pool to cultivate a team rich in ability and empowered to reach its full potential. Our aim is to be brave challengers, celebrating our differences and relentlessly advocating for our customers. It starts with us – we believe that when we care deeply and do our best for our people, they’ll do their best for our customers. 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 to us as your experience, qualifications and capabilities.
Mahi tahi tātou, kaha ake tātou | Together Greater
Digital Channel Manager