Customer Experience Manager - Institutional and Business Banking

About the Role

Westpac New Zealand is seeking a Customer Experience Manager to influence and shape the banking experience for New Zealand businesses. This role emphasizes a holistic view of customer journeys, integrating customer needs, data analytics, digital platforms, service delivery, and business outcomes. The successful candidate will identify friction points, uncover opportunities, and collaborate across various teams to create simpler, faster, and more valuable experiences for customers.

Based in Britomart, Auckland, this permanent full-time position reports directly to the Head of Performance Reporting, Customer Insights and Strategy. Collaboration spans across Digital, Product, Technology, Distribution, and Strategy teams to design and enhance key customer journeys with a focus on simplicity, effectiveness, and customer-centricity.

Key Responsibilities

• Translate digital and channel strategy into clear customer journeys, defining quality standards and ensuring harmony between design and implementation.
• Boost digital adoption and channel efficacy by working with Digital and Distribution teams to optimize performance while upholding excellent customer outcomes.
• Utilize customer insights from data and research to provide actionable recommendations guiding prioritization and roadmap decisions.
• Collaborate with Technology, Product, Strategy, and frontline teams to embed a customer experience-led approach into planning and execution phases.
• Monitor journey performance, analyze engagement and retention drivers, and foster a culture of experimentation with continuous improvement through testing and learning.

Candidate Profile

The ideal candidate will have hands-on experience in customer experience, digital channels, transformation, or journey management roles, showcasing an ability to translate strategic objectives into measurable outcomes. Proficiency in working within complex, matrixed organizations with strong influencing skills is essential.

Expertise in collecting and applying customer insights through research, feedback mechanisms, and performance metrics to pinpoint improvement areas is required. A strong foundation in customer journey mapping, service design processes, and experience frameworks will enable crafting smooth and integrated customer experiences.

Familiarity with customer satisfaction metrics like NPS and Voice of Customer data is important for informed decision-making and success measurement. Additionally, commercial acumen and a clear grasp on how customer experience impacts growth, retention, engagement, and operational efficiency are expected.

Benefits and Working at Westpac

Employees enjoy a collaborative and supportive team environment along with leading banking and lifestyle benefits, including 4 weeks of standard annual leave plus 5 days of wellbeing leave each year. Additional perks include:

• Option to purchase up to 4 weeks additional leave annually
• Access to banking benefits and insurance discounts
• Opportunities for career advancement and internal growth programs recognizing top performers
• Competitive superannuation and KiwiSaver plans
• Participation in environmental and community initiatives
• Generous parental leave with government top-ups
• School holiday subsidy to help balance work and family responsibilities

About Westpac

With a heritage spanning over 160 years, Westpac New Zealand is committed to creating a stronger and fairer future for all Kiwis. The organization values individuality, promoting an environment where employees can bring their full and authentic selves to work. Westpac fosters talent development, passion, and ambition across diverse teams.

The company embraces diversity in all forms and encourages applications from people of all backgrounds, including those who are neurodiverse or have disabilities. Westpac believes a caring culture for employees translates into best outcomes for customers.

Additional Information

Location: Britomart, Auckland, New Zealand
Employment Type: Permanent, Full-time
Applications Close: 23 July 2026