New Zealand Job Openings

Westpac New Zealand

Digital Experience Owner

FULL TIME

August 2, 2024

Mō te Tūranga | About the Role

This Digital Experience Owner (DXO) is responsible for owning, delivering, and managing customer experiences across Westpac digital channels.

This includes utilising extensive customer research, and collaboration with internal stakeholders & external partners to create vision, strategic roadmap, discover and plan deliveries and manage delivery.

Key responsibilities include but are not limited to:

Lead a cross-functional squad of experts to create experiences that meet and/or exceed our customer expectations and deliver business value within risk appetite
Create, own, and drive the roadmap for a portfolio of experiences in alignment with digital channel and Westpac strategies
Motivate the team with the experience vision and empower them to achieve clear goals
Facilitate the progressive discovery and planning of new work to ensure it is correctly sized, shaped, funded, timed, resourced and prioritised
Communicate and measure the customer and business benefits of the experience/features and prioritise work that drives Digital and Westpac’s goals and strategy
Identify continuous improvement opportunities for your domain
Ensure data layer implementation and detailed reporting of key customer interactions in your experiences
Monitor and manage all customer feedback and complaints including customer satisfaction and NPS for your domain
Manage and monitor all risks, issues, and controls related to your experience domain
Work with the Chapter Leads and Craft Leads to ensure all the people in your squad are being well-managed with growth and development opportunities
Building relationships and interacting with internal product teams to understand product strategy and plans to enable them in your digital experience domain as appropriate
Liaise with the other customer channels and teams to seek customer feedback to continuously improve experiences
Manage day-to-day vendor relationships, where applicable

Na tōu rourou | What will you bring?

5+ years digital delivery leadership experience
Work in an agile leadership role
Wide industry knowledge of Digital and understanding of software life cycle events and Issues
Previous banking knowledge and experience is preferred
Excellent written and verbal communication - able to translate complex information into appropriate forms to disseminate to team, to influence others and deliver understandable and compelling executive level presentations
Significant and sound negotiation and persuasion skills.
Questioning the status quo

Westpac Hei Wāhi Mahi | Working at Westpac

In addition to immersing yourself in a supportive team environment, you'll receive some great job perks and benefits including:

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
Growth and development – we provide opportunities for development and promote internal mobility
Recognition - we recognise and reward our star performers
School holiday subsidy - help you balance work and family during school holiday
2 Volunteer days per year

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:

5 September 2024

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