Customer Communications Manager
Job Description
About the role
At Bankwest, we want every customer interaction to be clear, helpful and easy to understand.
As a Customer Communications Manager, you'll create and improve the communications customers receive throughout their banking journey, from onboarding through to ongoing engagement and retention. You'll work with teams across the business to understand customer needs, solve problems and deliver communications that help customers take action, stay informed and get more value from their banking relationship.
This role sits within the Marketing Communications team and supports customer growth, engagement and retention through thoughtful, well-targeted communications.
Your team
The Marketing Communications team is part of Customer, Marketing & Communications (CMC).
We're responsible for helping customers understand our products, services and brand through clear and relevant communications. We work closely with teams across marketing, product, analytics, customer experience, frontline teams and change teams to deliver communications that support customer needs and business goals.
What you'll do
- Help design and deliver customer journeys and communications that support customers through key moments in their banking, making it easier for them to understand, manage and get value from their banking.
- Partner with stakeholders to understand customer needs, business priorities and communication requirements.
- Develop communications across channels including email, SMS, direct mail, in-app messaging, push notifications and other digital notifications.
- Work with analytics teams and stakeholders to identify the right audience and ensure communications are relevant and targeted.
- Write clear, engaging content that reflects the Bankwest brand and tone of voice.
- Build, manage and optimise customer communications in line with agreed processes and governance requirements.
- Review performance results, customer feedback and insights to identify opportunities for improvement.
- Contribute to the ongoing improvement of customer experiences, communication effectiveness and team ways of working.
What you'll bring
- Experience creating and delivering customer communications, marketing campaigns or customer journeys across a variety of channels.
- Strong writing skills and the ability to adapt your style for different audiences and communication channels.
- The ability to turn complex information into simple, customer-friendly language.
- Experience working with CRM or customer engagement platforms, and a willingness to explore new technologies and capabilities that improve customer experiences and team efficiency.
- Strong stakeholder management skills and the confidence to work with people across different teams.
- Good organisation and time management skills, with the ability to manage multiple priorities.
- Experience using customer data and insights to inform communications and improve outcomes.
- A positive, proactive approach with a willingness to take ownership, solve problems and identify practical solutions.
- A curious mindset and a desire to continuously improve customer experiences and communication outcomes.
- Intermediate Microsoft Office skills, including Outlook, Excel, Word and PowerPoint.
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: 17/11/2026
