Guidance Communications Manager

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Introduction:
About us.

A unique life requires a unique bank.

Defence Bank is a member‑owned bank with a proud history of serving the Australian Defence community for over 50 years. With 26 branches across Australia and our award-winning app, Defence Bank is where our members need us – anywhere, anytime.

The bank provides financial products and services to the Australian Defence Force and its unique community, reinvesting profits for the benefit of our members. We are a leader in our sector and our people led, technology enabled environment, celebrates the individual talents, personalities, interests and needs of our people.

Recognised as an Australian HR Awards 2026 Excellence Awardee for Employer of Choice and Best Workplace Flexibility Program, Defence Bank combines a strong people-first culture with a commitment to innovation. From flexible ways of working to the adoption of AI-powered tools such as Microsoft Copilot, we empower our people with the technology, support and autonomy they need to do their best work and continue delivering exceptional experiences for our members. It's not just our employees who think Defence Bank is one of Australia's best places to work.

Description:
The opportunity.

We're looking for a Guidance Communications Manager to own how Defence Bank communicates, guides and supports members through important financial decisions and experiences.

This is a unique opportunity to shape the strategy, content and experiences that support members throughout their Defence life journey. You'll lead the development of connected member journeys across website content, lifecycle communications and digital experiences, ensuring members receive clear, consistent and useful guidance wherever they interact with us.

Working at the intersection of strategy, customer experience and communications, you'll transform complex information into practical guidance that builds confidence, trust and long-term member relationships. Your work will help position Defence Bank as a trusted source of guidance for the Defence community.

This is a role for someone who enjoys shaping strategy but is equally comfortable rolling up their sleeves and contributing to content, journeys and experiences directly. In a lean, collaborative marketing team, you'll combine strategic thinking with hands-on delivery to create meaningful outcomes for members.

Your key responsibilities will include, but are not limited to:

Own and evolve Defence Bank's member guidance and content strategy.
Lead the Defence Bank website as a key guidance and experience platform.
Design integrated member journeys across digital and lifecycle channels.
Drive a guidance-led content strategy that prioritises education, clarity and member value.
Establish content governance and editorial standards that ensure quality, consistency and compliance.
Partner with Product, Digital, Risk, Compliance, Legal and frontline teams to create aligned member experiences.
Enhance content discoverability through SEO and emerging AI-led search experiences.
Use performance insights to continually improve engagement, understanding and member outcomes.
Provide leadership and direction to the Lifecycle Communications Consultant while remaining actively involved in content development and delivery.

Skills and Experiences:
About You

You're a strategic communicator, content leader and experience thinker who knows how to turn complexity into clarity. You understand that great communication isn't just about explaining things, it's about helping people feel informed, confident and able to take action. Equally comfortable shaping strategy and rolling up your sleeves to deliver, you bring strong judgement, curiosity and a passion for creating meaningful member outcomes. You thrive in collaborative environments, enjoy influencing stakeholders and are excited by the opportunity to build something genuinely distinctive.

You will have:
Significant experience in content strategy, communications or experience-led marketing.
Proven experience managing complex content ecosystems, websites or journey-led communication programs.
A demonstrated ability to translate strategy and complex information into simple, member-focused guidance.
Experience designing integrated customer journeys across digital and marketing channels.
Strong stakeholder management and influencing skills.
Experience operating in regulated or compliance-driven environments.
Knowledge of SEO, content performance optimisation, UX writing, journey mapping or service design.
Tertiary qualifications in Marketing, Communications, Digital, UX or a related discipline.

We count on you. And you can count on us.

We have a great range of employee benefits including:
Savings and discounts across our range of products and services
Innovative Work-Life Fit program including additional paid leave
A generous annual corporate wardrobe allowance
Birthday leave
Access to our internal reward and recognition platform, including vouchers, discounts, e-cards and much more

Interested? We'd like to hear from you. Click to apply.

Defence Bank is committed to providing equal opportunities for employment and seeks to have a team that reflects our diverse community. We encourage anyone interested in our role and a career at Defence Bank to apply.