This role is primarily focused on shaping, optimising, and delivering self-help and self-service journeys, and optimising customer lifecycle journeys to enhance digital adoption and self-service use. By collaborating with internal teams and leveraging data-driven insights, the role aims to develop and refine self-help experiences and resources, streamlining digital interactions, and lead initiatives that enhance customer engagement throughout the lifecycle. This role is pivotal in fostering a culture of digital self-service and ensuring that customers receive effective support through innovative tools and optimized digital experiences. Key responsibilities of this role include: Lead and champion key initiatives, as well as dive into the details and execute the tasks required to achieve our goals. You'll develop a cohesive suite of initiatives focused on designing and delivering self-help and self-service experiences including digital content and journey optimisation. Design and continually optimise the self-help and FAQ digital content for customer self-service and staff assisted digital interactions, ensuring intuitive and user-friendly help support options are available for customers across digital channels. Collaborate with internal partners to optimise digital journeys with the goal of increasing digital adoption and encouraging customers to use self-help and FAQ resources. Lead the design and implementation of customer engagement and lifecycle programs in collaboration with internal teams. Focus on digitally onboarding customers, promoting the use of digital tools and channels, and fostering a preference for self-service throughout the customer lifecycle. Na tau rourou | What will you bring? 5+ years' experience in communications, content design, or user experience design, or related field, with a focus on digital experience within banking or similar large complex organisation. Experience creating brand-aligned content that effectively inspires and motivates customer action. Experience using data and research to optimise and innovate to drive experience improvement. Strategic thinking and ability to present clearly to a range of stakeholders. Experience leading and delivering cross-functional initiatives. Immersing yourself in a supportive team environment, and receive some of the best banking and lifestyle benefits in the market along with: 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. Career growth – we promote internal capability; we have programmes that recognise star performers. Generous parental leave – and top up government paid parental leave. School holiday subsidy - help you balance work and family during school holiday. 2 Volunteer days per year. Ko matou tenei | 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! 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. #J-18808-Ljbffr