Customer Protection and Lifecycle Management
Be a part of how we support and protect customers. Deliver safe, fair, seamless experiences and help improve the systems behind every interaction.
What we do for our customers
To create better futures together takes everyone working towards this common goal for our customers. We need to place our customers at the heart of everything we do. All decisions. All processes.
We’re passionate about service and helping our customers succeed by using our customer insights, data and technology, to design and deliver great customer experiences at scale.
Solve complex customer needs while growing your project management, operational, and critical thinking skills—bring fresh ideas to shape the future of customer support.
Understand customer issues and help transform systems and processes. Get behind-the-scenes insight into how all parts of the bank work together to serve customers.
Important information
Some of the areas our graduates may rotate through include the following:
Customer Protection and Support
Our Customer Protection and Support teams focus on supporting customers in some of their most important and challenging moments. This includes areas such as fraud and scams, customer complaints, financial hardship, vulnerability, and supporting customers experiencing domestic and family violence or the loss of a loved one. In these critical moments, our role is to provide a caring, fair, and thoughtful experience, balancing empathy with strong judgement and decision-making, while helping to protect customers from harm and financial loss. Graduates will have the opportunity to develop a deep understanding of customer needs, while contributing to outcomes that truly make a difference.
Customer Lifecycle Management
Customer Lifecycle Management sits at the heart of how we support our customers from the moment they join through to every interaction that follows. Bringing together teams across customer due diligence, financial crime, and operations, it ensures we meet our regulatory obligations, manage risk effectively, and deliver efficient, seamless service. It is a critical function that continually improves the systems and processes that underpin the end-to-end customer experience. Shape how customers experience trust, safety, and service every day, from their first interaction and throughout their journey with us.
12 month program with 3 x 4 month rotations.
Sydney, NSW and Adelaide, SA.
You are motivated to make a real difference to customers and how they experience banking. You bring curiosity, sound judgement, and a genuine interest in understanding customer needs, particularly in complex or sensitive situations. You are equally drawn to improving how things work, with an interest in processes, systems, and simplifying experiences to make them safer and more seamless. Whether your background is in business, science, technology, engineering, or beyond, you are excited by using analytics, insights, and problem solving to improve outcomes at scale.
We welcome graduates from all disciplines who bring fresh perspectives and are keen to apply data, analytics, and technology-enabled problem solving to improve customer outcomes.
Graduates may build careers across customer, risk, and lifecycle management, including:
- Customer protection and support (fraud, scams, and vulnerability)
- Customer due diligence and financial crime
- Risk, controls, and decision-making
- Process improvement, automation, and simplification
- Data, analytics, and insights
- Business analysis, change, and transformation
- Customer experience and service design
- Operational and lifecycle management
Eligibility and how to apply
We’re looking to fill our programs with original thinkers and innovators from all degrees of study. We embrace diversity, recognising the value people bring to us with their individual differences, qualities, ideas and insights.
To apply for our graduate program:
- You must be in your final year of study of a university degree.
- You must have completed an undergraduate or postgraduate degree within the past three years.
- You also need to be an Australian or New Zealand Citizen or an Australian Permanent Resident when you apply.
What you can expect
When you start
You’ll start with us as a permanent employee in February each year. Your program will vary based on the business area where you choose to work.
Throughout the program
We’ll provide loads of learning and support to help you make the most of the experience. The program is structured to help you identify your focus areas. Tailored training sessions build and strengthen your technical and soft skills - accelerating your personal and professional career development.
Day-to-day
You’ll complete a rotational program to help you to learn about different parts of your business area. It’s packed full of different roles, teams and project experiences. At the end of your program, you’ll be supported to find a role that best suits your capabilities and interests.
Expect to contribute from day one and have an impact on the business.
Expect plenty of opportunities to get involved in grad life where you can build your networks and friendships with those you work with, including business leaders, project leads and program sponsors.
Expect to be able to give back. Join numerous communities, volunteering and sustainability initiatives - rounding out your whole work life experience.
What our graduates have to say
“I studied a Bachelor of Science (Majoring in Human Structure and Function and Neuroscience) at the University of Melbourne. Outside of work you'll often find me going for a run, experimenting with new cooking recipes or travelling to a new destination.
I applied for the Westpac Graduate program because I was eager for a new challenge and keen to dive into an unfamiliar field. The programs diverse rotations offered a wealth of experiences and skills ultimately allowing me to confidently make the decision about where I wanted to pursue my next role.
Since Rolling off the program…
I joined the Service Excellence team as a Portfolio and Change Analyst. Each day presents different tasks, ranging from coordinating the logistics of a training program rollout within Customer & Corporate Services to incorporating the new values and behaviours of the Service Promise program, and supporting the onboarding of new team members. Recently, I have taken on a new role as a Capability Manager.”
Hannah, 2023 Graduate and now part of Customer Protection and Support
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