Director, Process Optimisation

Create your best future and join Westpac as a Director, Process Optimisation.

Sydney or Melbourne location

What’s the role?
This full time role is based in Sydney on Warrane, Gadigal Country, with flexible working arrangements. As Director, Process Optimisation, you’ll shape and deliver improvements across priority customer journeys, reducing friction and lifting customer experience in ways people can feel straight away. You’ll run end to end process reviews, pinpoint what’s causing pain points, and lead the work that removes them.

You’ll sit at the centre of the action, connecting journey squads with enterprise stakeholders so priorities stay aligned and delivery stays focused. You’ll influence senior stakeholders to support journey outcomes and policy shifts, and you’ll provide clear updates on progress, risks, and results.

You’ll use data and insight to spot opportunities for self service and smarter ways of working, and you’ll define and track measures that show genuine impact, like Time to Cash, First Time Right, and NPS. You’ll also drive simplification, automation, and digitisation, enabling straight through processing where it makes sense and reducing operational effort through better process design and technology enablement.

What do I need?
• Experience delivering end to end process improvements across complex environments
• Confidence influencing senior stakeholders and driving alignment across multiple teams
• Strong data and analytics capability to identify pain points and measure impact
• Experience with digitisation and automation initiatives that improve customer and employee outcomes
• A track record of leading workstreams to deliver tangible outcomes, not just recommendations

Why join us?
We’re obsessed with becoming our customers #1 banking partner for life and we’re looking for people who are passionate about helping us achieve that goal. In return we’re committed to making Westpac the best place to work in the country. Here are just a few of the ways we’re already doing that:
• Special offers on banking products and discounts from top brands, including generous employee only mortgage rates!
• Flexible work arrangements to help you achieve a greater work/life balance, and a variety of leave options including Culture, Lifestyle and Wellbeing leave.
• Tailored learning and development opportunities to help you grow your career within the bank.
• Lots of opportunities to ‘give back’ to the Community by getting involved in our many volunteering initiatives

Create your future today
To get started, simply click on the APPLY or APPLY NOW button
We’re all about creating a supportive and inclusive community. We welcome everyone, no matter your age, gender, background, or abilities. We also provide additional support to welcome our veterans, Indigenous Australians and neurodiverse community.
If you need any adjustments during the recruitment process, you can find more information and contact details on our FAQs and how to contact us page, under the ‘Diversity, sustainability and flexibility’ section.