Job Description

Full-time role based in Melbourne or Sydney.

What is the role?

This role sits within Business Lending, working across priority customer journeys to improve how we deliver for our customers, Bankers and support teams.

You’ll play a key role in shaping and delivering meaningful improvements, working across complex challenges and helping translate strategy into practical, actionable outcomes. This is a hands-on role where you’ll stay close to the detail—leading analysis, creating exec ready insights and recommendations, and owning key streams of work from end-to-end.

Working across functional teams, you’ll bring structure to ambiguity, engage with senior stakeholders and help drive initiatives that improve customer experience and operational efficiency.

Some key areas:

Customer Journey Enablement

• Own and deliver key streams of work across priority customer journeys.
• Conduct end-to-end process reviews to identify inefficiencies, pain points, and root causes.
• Build analysis, insights, and presentations to inform and support decision-making.
• Translate strategy into clear, executable actions.
• Identify opportunities for uplift and work in cross-functional teams to deliver tangible improvements for customers and bankers.

Stakeholder Engagement

• Engage with stakeholders across the Group to gather inputs and align on priorities.
• Provide clear, structured updates to senior stakeholders on progress and outcomes.
• Partner with senior leaders to shape messaging, recommendations, and direction.

Customer Experience & Analytics

• Use data and insights to identify customer pain points and improvement opportunities.
• Track and analyse key performance metrics (e.g. Time to Cash, First Time Right, NPS)
• Support evaluation of initiatives and their impact on customer and banker outcomes.

Process Engineering & Digitisation

• Identify opportunities to simplify processes and remove unnecessary steps.
• Support digitisation and automation initiatives (e.g. workflow, digital forms, straight-through processing)
• Contribute to improving efficiency and Cost -to -serve through better process design and tools.

What do I need?

You’ll bring a combination of strategic thinking and hands-on delivery, with the ability to break down complex problems and translate them into clear, actionable outcomes. Comfortable working in fast-paced environments, you’ll partner effectively with stakeholders and use data-driven insights to influence decisions and drive meaningful results.

• Experience in strategy, consulting, banking, or transformation environments
• Strong analytical capability, with the ability to structure complex problems
• Advanced skills in Excel and PowerPoint to build compelling analysis and insights
• A proactive mindset with the ability to take ownership and deliver outcomes
• Strong communication and stakeholder engagement skills across all levels

Our Promise to You

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.