Job Description

Create your best future and join Westpac as a Senior Change Manager, Customer & Protection Services (CPS)

What’s the role?

As a Senior Change Manager, you'll play a key role in delivering strategic business, operational and technology change initiatives across Customer Protection & Support (CPS). Operating within a dynamic Delivery Unit, you'll partner across multiple cross-functional squads within an Agile Release Train (ART) to support the delivery of customer and colleague outcomes through iterative and value-driven change.

Working across portfolios such as Fraud & Scams, Complaints, Estates, and operational transformation programs, you'll lead and coordinate change activities that enable successful adoption of new capabilities, processes and ways of working. You'll collaborate closely with Product Owners, Delivery Leads, Scrum Masters, Business Analysts, operational leaders, and frontline teams to ensure change impacts are understood, readiness activities are integrated into delivery, and benefits are realised.

A key focus of the role is embedding change management practices within squad delivery, supporting teams to take ownership of business readiness, stakeholder engagement, learning, communications and adoption outcomes. You'll work across multiple squads and delivery streams to identify dependencies, manage change impacts, and provide strategic guidance that helps leaders navigate transformation in a fast-paced Agile environment.

As CPS continues its transition to the Catalyst operating model, you'll help strengthen change capability across the Delivery Unit, foster customer-centric ways of working, and ensure change is delivered in a way that is scalable, sustainable and aligned to organisational priorities. Success in this role requires the ability to influence without authority, build strong relationships across diverse stakeholder groups, and balance competing delivery priorities while maintaining a focus on customer, colleague and business outcomes.

This is a permanent, full-time role based in Sydney, supporting major transformation initiatives across Customer & Protection Services.

What do I need?

• Proven experience delivering change management initiatives within complex business, operational, or technology environments
• Proven experience supporting business transformation, operational uplift, process improvement, automation, or technology-enabled change
• Strong capability in change impact assessment, business readiness, stakeholder engagement, and adoption planning
• Experience working across Agile, squad-based, program, or enterprise delivery environments
• Strong stakeholder management and influencing skills, with the ability to engage senior leaders and frontline teams
• Excellent communication, problem-solving, and delivery skills, with the ability to manage competing priorities and drive outcomes in fast-paced environments

Experience within Financial Services, Fraud & Scams, Complaints, Customer Operations, or Prosci (or equivalent) certification will be highly regarded.

Why join us?

We’re obsessed with becoming our customers' #1 banking partner for life and we’re looking for people who are passionate about helping us achieve that goal. In return, we’re committed to making Westpac the best place to work in the country. Here are just a few of the ways we’re already doing that:

• Special offers on banking products and discounts from top brands, including generous employee-only mortgage rates!
• Flexible work arrangements to help you achieve a greater work/life balance, and a variety of leave options including Culture, Lifestyle and Wellbeing leave.
• Tailored learning and development opportunities to help your grow your career within the bank.
• Lots of opportunities to ‘give back’ to the Community by getting involved in our many volunteering initiatives.

Create your future today

To get started, simply click on the APPLY or APPLY NOW button.

We’re all about creating a supportive and inclusive community. We welcome everyone – no matter your age, gender, background, or abilities. We also provide additional support to welcome our veterans, Indigenous Australians and neurodiverse community.

If you need any adjustments during the recruitment process, you can find more information and contact details on our FAQs and how to contact us page, under the ‘Diversity, sustainability and flexibility’ section.

We may close this job advertisement earlier than the advertised closing date if suitable candidates are identified. We encourage you to apply as soon as possible.