Customer Outcomes Manager

Customer Outcomes Manager
Location: Auckland

Mō te tūranga | About the Role

At Westpac, we're committed to helping our customers achieve better financial outcomes and experiences. As Customer Outcomes Manager, you'll play a key role in helping us turn that commitment into action.

This is a unique opportunity to work at the intersection of customer outcomes, problem solving, data insights, and business improvement. You'll lead and support initiatives that improve customer experiences and outcomes, while helping us continuously strengthen how we identify, respond to, and learn from customer insights.

You'll bring together insights from customer feedback, complaints, quality assurance, operational data, risk events, and business performance to identify emerging themes, uncover opportunities for improvement, and influence meaningful change across the business. Whether responding to a customer issue, supporting a remediation programme, or identifying trends that could impact future customers, your work will help shape better banking experiences.

The role combines strategic thinking with hands-on delivery. You'll work closely with leaders and stakeholders across the bank to assess customer impacts, develop practical solutions, and oversee implementation from concept through to completion. No two days are the same, and you'll be challenged to think critically, navigate complexity, and balance customer, business, and regulatory considerations.

If you're passionate about customer outcomes, enjoy solving complex problems, and want to influence real change at scale, this is an opportunity to make a genuine difference.

Nā tāu rourou | What will you bring?

We're looking for someone who combines strong banking experience with curiosity, commercial thinking, and a genuine passion for improving customer outcomes.

You may have experience in customer outcomes, customer experience, conduct, risk, compliance, operations, product, change delivery, remediation, or a similar discipline within financial services. Most importantly, you'll be someone who enjoys understanding complex issues, connecting information from multiple sources, and translating insights into practical actions.

You'll bring:

• Strong knowledge of banking, financial services, or customer-facing risk environments.
• The ability to analyse information, identify themes, and uncover opportunities for improvement.
• Experience solving complex customer or business problems and delivering outcomes in ambiguous environments.
• Strong stakeholder management skills and the ability to influence across teams and levels of the organisation.
• A customer-first mindset, balanced with sound commercial and risk judgement.
• Confidence working with data, insights, and evidence to support recommendations and decision making.
• The ability to manage competing priorities while maintaining a focus on quality and customer impact.

Most importantly, you'll be someone who is curious, enjoys asking "why?", challenges conventional thinking, and is passionate about improving outcomes for customers.

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 well-being leave to support you to be your best
• Additional purchased leave options of up to 4 weeks per year
• Banking benefits, insurance discounts, and superannuation scheme
• Career growth – we promote internal capability; we have programs that recognise star performers
• Generous parental leave – and top-up government-paid parental leave
• School holiday subsidy - help you balance work and family during the school holiday
• Environmental and community care programs