Address48681 – Principal Specialist: Digital Service Quality
Full-Time Permanent
Location: Sydney
Hybrid working
How will I help?
The role is accountable for ongoing management & direction of the service quality of our Westpac and St.George digital channels which account for over 2 Billion customer interactions per year. It requires operating in an increasingly complex digital environment with rapidly rising customer demand and expectations.
The Principal Specialist, Digital Service Quality role involves managing & directing the online expert support team, interacting with a wide range of teams (digital specialist call centres, Digital technology teams, project delivery, operations, complaints and risk functions).
Key Accountabilities:
- Always on. Effective incident management and Rapid Response to prevent or contain customer impact and reputational risk. It involves communications to customers and senior leaders)
- Customer Obsessed. Drive customer advocacy by addressing pain points and contributing to strong NPS scores.
- Risk culture. Manage online banking (support related) risks and compliance matters
- Simple. Bring thought leadership in evolving the digital support function, sharing customer centred best practice and simplifying our ways of working
- People. Develop trusted partnerships (technology, ops, risk, agile projects, and product) & lead a high performing team.
What’s in it for me?
You’ll play a significant part of the future of a business that has been around for 200 years. Our purpose is creating 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 grown, 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?
- Relevant experience at a Senior level in online, product, operations or related roles.
- Experience working with complex cases, with strong analytical and investigative skills.
- Excellent written and verbal communication, ability to engage technical teams on complex customer cases.
- Relevant and demonstratable experience within strategic operations.
- Exceptional influencing skills & stakeholder management at senior management level.
- Exceptional leadership & people management skills.
What’s it like to work there?
We aim to provide one big, supportive team to help us achieve our purpose of creating better futures together. As an equal opportunity employer, we’re proud to have created a culture and work environment that values diversity and flexibility – and champions inclusion.
How Do I Apply?
Start here. Select the APPLY or APPLY NOW button.
At Westpac we are committed to providing a supportive culture and creating diverse, inclusive, and accessible workplaces, branches, products and services for our customers, employees, and community. This role is open to experienced candidates seeking a discussion around workplace flexibility. We invite candidates of all ages, genders, sexual orientation, cultural backgrounds, people with disability, neurodiverse individuals, and Indigenous Australians to apply. If you have questions about the recruitment process, please email ***************@westpac.com.au.
Do you need reasonable adjustments during the recruitment process?
We can provide reasonable adjustments for individuals with disability and/or neurodiversity. If you require an adjustment to be made during the recruitment process at any stage, please call 1800 655 592 Option 2.3 or email ***************@westpac.com.au
Please ensure you have spoken to your People Leader before submitting your application.
Our people are our highest priority, and we are committed to placing our redeployees in available roles before we review other applicants.
