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
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:
4 August 2026Skills Required
- Strong knowledge of banking, financial services, or customer-facing risk environments.
- Experience analysing information, identifying themes, and uncovering opportunities for improvement.
- Experience solving complex customer or business problems and delivering outcomes in ambiguous environments.
- Strong stakeholder management skills and ability to influence across teams and organisational levels.
- Customer-first mindset balanced with commercial and risk judgement.
- Confidence working with data, insights, and evidence to support recommendations and decision making.
- Ability to manage competing priorities while maintaining focus on quality and customer impact.
- Experience in customer outcomes, customer experience, conduct, risk, compliance, operations, product, change delivery, or remediation within financial services (or similar).
Westpac Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Westpac and has not been reviewed or approved by Westpac.
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Leave & Time Off Breadth — Extensive paid and unpaid leave options span wellbeing leave, Culture/Lifestyle/Wellbeing days, purchased leave up to 12 weeks, career breaks, and various specialized leaves. This breadth supports work-life balance and accommodates a wide range of personal circumstances.
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Parental & Family Support — Parental provisions include 16 weeks full pay (or 32 at half pay) for primary carers, four weeks for support carers, and continued superannuation during unpaid parental leave. Additional supports cover domestic and family violence leave, Family Pathways leave, and grandparental leave.
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Wellbeing & Lifestyle Benefits — Wellbeing resources include counselling and coaching services, workplace mental health training, free nutrition advice, and health insurance access with pre‑existing conditions covered if joined promptly. Financial and lifestyle perks include banking discounts for employees and families and the myDiscounts program.
Westpac Insights
What We Do
Westpac is Australia’s oldest bank and company, one of four major banking organisations in Australia and one of the largest banks in New Zealand. We provide a broad range of banking and financial services in these markets, including consumer, business and institutional banking and wealth management services. We also have offices in key financial centres around the world including London, New York, Hong Kong and Singapore. Westpac Group's portfolio of financial services brands and businesses is focused on our vision, which is "To be one of the world’s great service companies, helping our customers, communities and people to prosper and grow.”
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