Customer Communications Lead

About Us

At ANZ, we're shaping a world where people and communities thrive, driven by a common goal: to improve the financial wellbeing and sustainability of our millions of customers.

About the Role

The Customer Communications Programme Lead is accountable for the end-to-end planning, coordination and delivery of large-scale, multi-initiative customer communication programmes across Australia Retail. The role owns programme governance, sequencing, prioritisation, dependency management and delivery outcomes, ensuring communication activity is delivered on time, within agreed parameters and aligned to the standards established by the Customer Communications Centre of Excellence.

The role leads the practical planning, sequencing and execution of complex communications activity across transformation, migration, remediation and regulatory change initiatives, ensuring customer communications are clear, timely, empathetic, compliant and operationally ready.

Working closely with the Leading the Customer Communications CoE and working closely with business initiatives, Brand, Risk, Legal, frontline and delivery teams, the role translates communication standards and strategy into delivered outcomes that reduce customer friction, improve comprehension, support frontline readiness and provide clear stakeholder alignment.

The role is accountable for communication programme delivery, prioritisation and portfolio execution.

Role Type: Permanent, Full-time
Role Location: 833 Collins Street, Docklands VIC 3008
Work Hours: 40 hours / week

What will your day look like?

The Customer Communications Programme Lead is accountable for:

Programme Leadership and Delivery

• Lead end‑to‑end delivery of customer communications programmes across multiple initiatives and channels.


• Own programme plans, milestones, dependencies, risks and delivery cadence.


• Coordinate delivery across multiple communication owners and squads to ensure aligned sequencing and messaging.


• Own programme prioritisation decisions across competing communication initiatives.


• Manage interdependencies, delivery constraints and resource allocation across the communications portfolio.


• Establish programme governance forums, delivery cadences and escalation pathways.


• Provide portfolio-level visibility of delivery status, risks and capacity

Delivery Planning & Implementation

• Own integrated communication delivery plans across programmes and initiatives.


• Coordinate communication activities across channels, squads and delivery teams.


• Ensure communication assets are delivered in accordance with agreed timelines and dependencies.


• Partner with the Copy Lead to translate communication strategy into executable delivery plans.


• Ensure communication delivery activities comply with standards, governance frameworks and methodologies established by the Communications Centre of Excellence.

Stakeholder and Delivery Management

• Partner with Change, Product, Brand, Risk, Legal and frontline teams to deliver communications at pace.


• Manage trade‑offs between speed, quality, risk and customer impact.


• Provide clear recommendations to senior stakeholders on sequencing, messaging and customer impacts.

Risk, Quality & Customer Outcomes

• Identify and manage programme delivery risks, dependencies, resourcing constraints and implementation issues that may impact communication outcomes.

• Ensure appropriate reviews and approvals are embedded in delivery timelines.


• Monitor programme delivery performance, delivery milestones, issue resolution and implementation outcomes

Continuous Improvement

• Capture learnings from programme delivery to inform future communications planning.


• Contribute delivery insights and lessons learned to support the ongoing evolution of Customer Communications CoE standards, playbooks and templates.

Portfolio Governance and Prioritisation

• Own governance forums that support programme delivery.


• Establish escalation pathways and decision-making frameworks.


• Manage competing priorities across programmes and delivery teams.


• Coordinate resource allocation across communication initiatives.


• Ensure effective operating rhythm and reporting across the communications portfolio

This role leads through programme governance, stakeholder influence and delivery forums, with accountability for planning, sequencing and driving successful execution across delivery teams.

What will you bring?

Underpinning the above accountabilities are the following success factors:

• On‑time delivery of communications milestones.


• Reduced rework and late‑stage escalations.


• Improved customer comprehension and reduced inbound contact for programme‑related activity.

• Clear audit trail of approvals and decisions.

‘Must have’ knowledge, skills and experiences

• Proven experience leading large‑scale customer communications programmes in complex, regulated environments


• Demonstrated experience applying and operating within established customer communication standards and governance frameworks in complex, regulated environments.


• Strategic leadership and senior stakeholder influence


• Ability to operate at a programme lead level, engaging and influencing seniorlevel stakeholders to drive alignment, prioritisation and decision making.


• Risk, compliance and regulatory expertise


• Strong understanding of risk management and compliance requirements within financial services, including experience governing high risk, sensitive or mandatory customer communications.


• Exceptional communication and brand capability


• Advanced written and verbal communication skills, with deep expertise in tone of voice, customer empathy and brand alignment across multiple channels.


• Change enablement and transformation experience.


• Proven ability to influence early engagement in transformation and go to market activity, shaping communication approaches to reduce downstream customer and frontline impact.


• Operating rhythm and portfolio management


• Experience establishing effective governance cadence, escalation pathways, prioritisation frameworks and performance oversight across complex portfolios.


• Insight led performance management


• Ability to use data, insights and risk indicators to assess communication effectiveness, identify systemic issues and inform continuous improvement.


• Demonstrated ability to lead a cross-functional team and drive change in complex environments.

‘Good to have’ knowledge, skills and experiences

• Familiarity with customer experience design principles and digital communication platforms.


• Customer experience and service design exposure


• Familiarity with customer experience principles and applying them to communications across digital and assisted channels.


• AI enabled content and scalable tools


• Exposure to AI driven content tools, automation or scalable communication platforms, with an understanding of responsible adoption and governance.


• Communities of practice and capability uplift


• Experience leading guilds, communities of practice or capability networks to lift quality and consistency through shared standards rather than direct delivery.


• Data and channel performance literacy


• Understanding of channel specific metrics (e.g. comprehension, inbound contact drivers, complaints) and how communications influence customer and banker outcomes.

So why join us?

From the moment you join ANZ, you'll be doing meaningful work that will shape a world where people and communities thrive.

But it's not just our customers who'll feel your impact. You'll feel it too. Because at ANZ, you'll have the resources, opportunities, and support you need to take the next big step in your career.

We're a diverse bunch at ANZ in different roles, different locations, doing different things. That's why we have a range of flexible working arrangements, so our people can 'make work, work for them'. We also provide a range of benefits including access to health and wellbeing services and discounts on selected products and services from ANZ and more.

At ANZ, you'll be part of an organisation where the different backgrounds, perspectives and life experiences of our people are celebrated. That's because we're committed to building a workplace that reflects the diversity of the communities we serve. We welcome applications from everyone and encourage you to talk to us about any adjustments you may require to our recruitment process or the role itself. If you're a candidate with a disability or access requirement, and have an enquiry about the support provided, please let us know on your application or visit ANZ Accessibility and Inclusion Programs for alternate contact methods.

To find out more about working at ANZ, visit https://www.anz.com.au/careers. You can apply for this role by visiting ANZ Careers and searching for reference number 121326 .
 

Job Posting End Date

02/09/2026, 11.59pm, (Melbourne Australia)