Manager, Customer Lifecycle and Growth

**Manager, Customer Lifecycle**

Permanent

Location: Sydney

**How will I help?**
- You will join the Cash and Transactional Banking (C&TB) line of business that is accountable for supporting and nurturing customers throughout their lifecycle. This will focus on conducting business & data analysis in support of managing the insights backlog, informing ongoing business priorities, and ensuring that team’s focus is up-to-date and aligned with business goals.
- You will be responsible for supporting work to define and prioritise money insights for our Business customers, with an emphasis on early-stage businesses, sole traders and small to medium size businesses (SMEs).
- You will also assist in documenting business requirements, creating user stories, and working closely with cross-functional teams to ensure successful insights delivery using your knowledge of business customer needs and market trends.The role will combine customer focus, technical & analytical skills, and knowledge of the digital marketplace to deliver key outcomes for our Business customers.

**Key Responsibilities**:

- Create, monitor, and analyse regular performance metrics to identify areas for improvement, customer feedback, and engagement stats, leveraging your strong data analytics skills
- Create ad hoc reports and provide analysis for decision-making by stakeholders for new business initiatives/enhancements
- Support the development and execution of digital money insights for business customers by conducting business and data analysis
- Help maintain a roadmap and BAU tasks register that aligns with the company's strategic goals and objectives
- Collaborate with cross-functional teams to define and prioritize insights and requirements
- Create and maintain business requirements, user stories, acceptance criteria, and insight backlogs, as needed
- Establish strong relationships with your peers to ensure propositions are market leading and customer focused
- Drive engagement, loyalty and advocacy and deliver excellence in experience
- Support efforts to ensure the Group meets its regulatory and compliance requirements and effectively addresses defects and issues as they ariseChallenge the status quo through analysis and insights to drive outstanding outcomes for our customers and driving quality.

**What’s in it for me?**

You’ll play a significant part of the future of a business that has been around for over 200 years. Our purpose is to create better futures together. So, we’ll back you in the development of your career, internal career prospects, and flexible working. You’ll also keep learning to grow your career, backed by a fantastic team of people with a can-do, supportive structure. Whatever shape your family takes, we offer generous paid and unpaid parental leave for your nominated primary and support carers. This includes leave to organise adoptions, surrogacy, and foster care arrangements. And we continue to pay your super contributions while you take all the time you need to get your new family settled.

**What do I need?**
- Tertiary qualifications or experience in digital, business, statistics, finance, commerce, or related discipline
- Proven experience within Digital, Technology or Marketing, with relevant product knowledge; understanding of business customer/SME needs will be an asset
- Analytical mindset and customer centricity to design and build insights with both the business and customer in mind
- Strong knowledge of business intelligence & reporting tools, e.g. Tableau, MS Power BI
- Good understanding of ETL Data Management and SQL/Teradata database
- Experience and/or knowledge in tools like Teradata, BTEQ, SAS, SSMS
- Intermediate to Advanced Excel skills in data manipulation, collation, and reporting
- Proven ability to build strong relationships with a variety of internal and external stakeholders/partners
- Proven skills in organising, project or campaign management, effective problem solving and decision making
- Strong written & verbal communication skillsExperience of working in an agile environment.

**What’s it like to work there?**

We are a collaborative team of passionate people with a shared ambition to make a difference for our customers, our communities and each other. At Westpac, making a difference means creating impact, unlocking our own and each other’s passions, and transformative success stories to create better futures together.

As well as competitive remuneration and a great culture, joining the Westpac family gives you access to a wide range of employee benefits to help you manage your priorities - whether that means family life, work/life balance, ambition to grow or all the little perks in between.

We’ll empower you to shape your career path. Through personalised upskilling, mentoring, and training opportunities, you’re in control of where you start and how you’ll grow.

As an equal opportunity employer, we are proud to have created a culture and work environment that values divers