Content Design Chapter Lead
Sydney | Permanent | Full-time | 50% office attendance   
 

About the role 

You’re a progressive, people‑first leader with deep craft expertise. You’re equally comfortable working hands‑on with teams and stepping back to take a strategic, enterprise‑wide view - setting a clear, inspiring direction for the future of digital content for our digital platforms.  

You build strong, engaged teams by investing in capability, creating clear development pathways, and introducing the right tools, technologies and learning programs to attract, grow and retain top talent. You continually challenge how we work, lifting productivity and maturity while maintaining a strong focus on quality content and customer outcomes. 

Your primary focus is enabling exceptional digital customer experiences. Through strong content strategy, governance and performance, you drive meaningful customer engagement and conversion. You’re accountable for the chapter roadmap, frameworks, governance, training and strategic direction, and your confident communication and stakeholder leadership position you as a trusted partner across the organisation. 

Your team 

We are a content community of forward thinkers, shaping the future of digital banking through simple, human‑centred content experiences. Together, we deliver meaningful change for millions of customers and help build a brighter future for all. 

Do work that matters 

As we continue to build tomorrow’s bank today, we’re investing in the capability and expertise required to re‑imagine our products and services and deliver global‑best digital experiences. 

In this role, you will play a pivotal part in leading, mentoring and uplifting a team of Content Designers. Together, you’ll craft clear, simple content experiences in close partnership with crews, squads, product, marketing and delivery teams—making digital banking easier and more engaging for customers. 

What you’ll do 

You will: 

• Lead a cross‑skilled chapter responsible for content strategy and content creation 

• Define and evolve the Chapter’s maturity, ways of working and capability in line with industry best practice 

• Partner with crews, squads, marketing and product teams to plan resourcing and deliver against strategic priorities 

• Use performance metrics and insights to drive continuous improvement, increasing customer engagement and NPS 

• Provide strong people leadership, including coaching, career planning, mentoring and capability development 

• Be accountable for the operational performance of the content strategy and content support model 

• Collaborate with a broad range of stakeholders to design, launch and optimise content experiences across all digital channels 

• Ensure messaging is clear, simple and effective, supporting commercial outcomes 

• Uphold group‑wide digital messaging standards to ensure consistency, equity and integrity across customer communications 

• Champion content quality through style guides, forums and communities of practice 

• Partner with risk, legal and compliance teams to ensure appropriate governance and controls are in place 

What we’re looking for 

We’re interested in hearing from people who bring: 

• A strong risk mindset, with the ability to identify, understand and act on current and emerging risks 

• Experience developing integrated content strategies that leverage technology and customer data 

• Proven people leadership experience, building high‑performing, engaged teams 

• Strong stakeholder management skills across complex, multi‑disciplinary environments 

• Experience working closely with delivery, UX, product, marketing, data and publishing teams 

• A track record of developing, communicating and executing strategic roadmaps 

• Structured problem‑solving skills, paired with a test‑and‑learn, experimentation mindset 

• Energy, adaptability and a genuine passion for content and customer experience