Senior Manager, CX Strategy and Integration

Senior Manager CX Strategy and Implementation 
Perth| Permanent | Full-time | 50% office attendance  

 

• You are a strategic customer experience leader with a passion for product design and shaping digital experiences that are useful, innovative and make customers’ lives easier. 
• Our team champions customer-led experiences across the delivery lifecycle that drive business outcomes. Through creativity, human centred design principles and facing delivery complexity head on, we help drive Bankwest’s ambition to become Australia’s favourite digital bank.  

Who we are   

The Brand & Experience team at Bankwest is a collaborative, multi-disciplinary team that turns strategy into reality through the design of customer-led digital experiences that bring our brand proposition to life. 

Brand & Experience sits within the Customer, Marketing and Communications Centre of Expertise and works in close collaboration with delivery crews, product, marketing, risk, technology, operations and specialist teams across the bank, as well as agency partners. 

The opportunity  

We are looking for a Senior Manager, CX Strategy & Implementation, to report to the Executive Manager Brand & Experience and play a key leadership role on the Brand & Experience leadership team. 

This leadership position is responsible for setting the strategy, standards and operating rhythm for how customer experience strategy flows into design delivery across Bankwest’s digital channels. You will lead a team of product designers and play a key role in establishing, leading and uplifting our product design chapter. 

You will work with senior stakeholders to shape organisational-level CX strategy, connect customer and business outcomes, and create the frameworks, narratives and direction that help delivery teams make confident decisions. You will be expected to turn ambiguity and complexity into clear strategic direction, while lifting capability and championing how Bankwest delivers customer experiences across digital channels. 

 

Key responsibilities  

• Set and champion the CX strategy and delivery approach for how customer experiences are designed, prioritised and delivered across Bankwest’s digital channels. 
• Lead organisational-level CX strategy initiatives that translate customer, business and operational needs into clear direction for design and delivery teams. 
• Create strategic narratives, frameworks, roadmaps and recommendations that help senior leaders make decisions and align around customer and business value. 
• Shape how work flows from strategy into design delivery, ensuring teams have the clarity, context and guardrails needed to execute effectively.
• Lead, coach and develop a team of product designers, lifting the quality of strategic thinking, customer-centered design and execution. 
• Partner with senior leaders across product, delivery, technology, risk, operations, marketing and other business areas to influence decisions and align around outcomes. 
• Constructively challenge assumptions and help teams balance customer needs, commercial outcomes, risk, operational realities and technology constraints. 
  
   

About you 

You will bring a strong background in digital product design, customer experience strategy, product strategy or a related discipline. You may have worked as a product design leader, CX strategy lead, service design lead, digital strategist, product owner, innovation lead or similar. 

You will be comfortable operating at both strategic and practical levels: setting direction with senior leaders, creating clarity for delivery teams, and coaching designers to deliver high-quality customer experiences. 

 

The mindset 

• Strategic leader: You can set direction, connect work to organisational outcomes and help others understand why the work matters. 
• Product design champion: You understand digital product design and can lift the quality, consistency and maturity of design practice across teams. 
• Relentlessly proactive: You identify the biggest opportunities and problems worth solving, and you do not wait for a brief to add value. 
• Influential and collaborative: You build trust with senior stakeholders and bring people together around clear, evidence-based decisions. 
• Comfortable in ambiguity: You create clarity where others see noise, and you help teams move forward with confidence. 
• Customer-led and commercially grounded: You advocate for customers while staying pragmatic about business value, delivery constraints and operational realities. 
• Capability builder: You coach, mentor and uplift others, setting a high bar for thinking, craft and execution. 

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: 21/06/2026