Customer Experience Manager, IBB

Customer Experience Manager, Institutional and Business Banking

Permanent full-time role

Located in Britomart, Auckland

Mō te tūranga | About the Role

We're looking for a Customer Experience Manager to help shape the future of banking for New Zealand businesses. This is a role for someone who thinks beyond individual interactions and focuses on the end-to-end customer experience - connecting customer needs, data, digital journeys, service delivery, and business outcomes. You'll identify friction, uncover opportunities, and work across teams to design experiences that are simpler, faster, and more valuable for our customers.

Reporting to the Head of Performance Reporting, Customer Insights and Strategy, you will work closely with partners across Digital, Product, Technology, Distribution and Strategy; leading the design and optimisation of key customer journeys, ensuring we consistently deliver experiences that are simple, effective and customer-centric.

Key responsibilities include:

• Translate strategy into experience - bring digital and channel strategy to life through clear, consistent customer journeys, defining what “good” looks like and ensuring alignment between design and delivery.

• Drive digital adoption and channel effectiveness - partner with Digital and Distribution teams to lift adoption and performance while maintaining strong customer outcomes.

• Bring customer insight into decision-making - translate insights and performance data into clear, actionable recommendations that inform prioritisation and roadmap decisions.

• Partner across the business to deliver outcomes - collaborate with Technology, Product, Strategy, and frontline teams to embed experience-led thinking into planning and execution.

• Drive performance and continuous improvement - track journey performance, identify drivers of engagement and retention, and embed a culture of experimentation and test-and-learn.

Nā tāu rourou | What will you bring?

You will bring proven skills in customer experience, digital channels, transformation, or customer journey roles, with a track record of translating strategy into measurable customer and business outcomes; coupled with the ability to influence and collaborate effectively within complex, matrixed environments.

You will be skilled in gathering and applying customer insights through research, feedback programmes, and performance data to identify opportunities and drive meaningful improvements.

You will possess a solid understanding of customer journey mapping, service design methodologies, and customer experience frameworks, enabling you to design and optimise seamless customer experiences.

You will be comfortable using customer metrics such as NPS and Voice of Customer insights to inform decision making, prioritise initiatives, and measure success. Most importantly, you will bring strong commercial acumen and a clear understanding of how customer experience drives customer growth, retention, engagement, and operational efficiency.

If you're passionate about turning customer insight into action and creating experiences that customers genuinely notice and appreciate, we'd love to hear from you.

Westpac Hei Wāhi Mahi | Working at Westpac

As well as immersing yourself in a supportive team environment, you’ll be offered some of the best banking, and lifestyle benefits in the market along with 4 weeks standard holiday + 5 additional days of wellbeing leave per year. In addition, we also offer:

• Purchased leave options up to 4 weeks per year

• Banking benefits and insurance discounts

• Career growth – we promote internal capability; we have programmes that recognise star performers

• Market leading superannuation and KiwiSaver options

• Environmental and community care programmes

• Generous parental leave – and top up government paid parental leave

• School holiday subsidy - help you balance work and family during school holidays.

Ko mātou tēnei | 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!

Tono mai ināianei! | Apply Now!

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.

Mahi tahi tātou, kaha ake tātou | Together Greater

Applications close:

23 July 2026