Brand and Customer Experience Lead - 12 Month Secondment

Internal Opportunity: Brand and Customer Experience Lead – Bank Transition

• 12-Month Secondment
• Location: Sydney, Melbourne, or Brisbane

About the Role

Join our team as the Brand and Customer Experience Lead for the Suncorp Bank to ANZ transition. In this pivotal role, you’ll support the Commercial Lead – Bank Transition to deliver a seamless, customer-centric migration, ensuring brand integrity and compliance with licensing obligations.

You’ll work closely with the Suncorp Transition team, ANZ stakeholders, and Brand & Customer Experience teams to ensure the Suncorp brand is consistently and appropriately represented throughout the customer migration journey

Key Accountabilities

• Develop and execute brand governance frameworks for the transition.
• Champion customer experience and brand consistency across all signage, communications, digital assets, and customer touchpoints.
• Review and approve branded materials (e.g. signage, merchandise, uniforms, digital assets) with a focus on customer clarity and experience.
• Ensure all materials align with brand guidelines and tone of voice, and meet licensing and regulatory obligations.
• Collaborate with cross-functional teams and external stakeholders to proactively manage customer sentiment and mitigate attrition risks.
• Participate in governance forums and working groups (e.g. CX Working Group, Brand Licensing Committee) to align on customer experience and brand decisions.
• Coordinate updates to digital channels (e.g. website redirects, app messaging, chatbot scripts) to reflect the transition from Suncorp Bank to ANZ.
• Ensure timely execution of commitments across web, app, social, and physical channels.
• Maintain collaborative platforms (e.g. SharePoint) for storing approved assets and CX guidelines.
• Track campaign performance, customer feedback, and compliance with licensing terms.

Key Stakeholder Relationships

• Suncorp Bank Transition & Integration Team
• ANZ Brand & Marketing
• Business and Strategic Leaders
• Operational Stakeholders
• Product and Portfolio Teams
• Brand & Marketing Teams
• Creative and Media Agencies
• Legal & Compliance
• Third-party Partners

About You

• Degree in Marketing, Customer Experience, or a relevant business-related field.
• 5+ years in brand management, marketing, or customer experience roles, preferably in financial services or agency environments.
• Understanding of, or experience in, transition or divestment programs, brand licensing, brand governance, and/or customer migration activities.

Key Capabilities:

• Strong understanding of customer journey mapping, CX metrics, and digital experience optimisation.
• Strategic brand management and tone-of-voice alignment.
• Excellent stakeholder engagement and communication skills.
• High attention to detail and governance in customer-facing execution.
• Commercial acumen with ability to support budget tracking and performance reporting.
• Adaptability and resilience in fast-paced, change-heavy environments.
• Results-driven with a proven delivery record.
• Problem-solving and analytical skills.
• Passion for customer experience and brand integrity.

Why Apply?

• Be at the centre of a significant transformation for our customers and brand.
• Collaborate with talented teams across Suncorp and ANZ.
• Make a real impact on customer experience and brand reputation.

Interested?
Speak with your manager and apply via the internal careers portal.

Apply now

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Advertised: 29 Sep 2025 AUS Eastern Standard Time
Applications close: 06 Oct 2025 AUS Eastern Daylight Time