Program Manager - Member Experiences

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Introduction:
About us.

A unique life requires a unique bank.

Defence Bank is a member-owned bank that has been proudly serving the Defence Community for 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.

Winner of the Best Reward & Recognition program 2024 and a finalist for Employer of Choice 2024, it is not only our employees who think our bank is truly one of the best places to work.

Description:
We’re looking for an experienced Program Manager to lead the delivery of a key initiative focused on enhancing member experience across important life moments.

This role is central to delivering differentiated, consistent and meaningful experiences for our members—helping position Defence Bank as a trusted partner through every stage of Defence life.

About the role

As Program Manager, you’ll lead a portfolio of initiatives designed to improve member engagement, experience and product uptake.

You will:
Lead cross-functional delivery across Marketing, Product, Operations, Technology and frontline teams
Drive initiatives that enhance member experience and engagement across key moments
Coordinate dependencies, sequencing and capacity to optimise outcomes
Provide clear insights, reporting and recommendations to governance forums and senior stakeholders
Ensure consistency across channels and prevent fragmented member experiences
Support the embedding of member experience capability across the organisation

Skills and Experiences:
What you’ll bring

5+ years’ experience in program or transformation delivery
Proven ability to manage complex, cross-functional initiatives and dependencies
Experience delivering customer or member experience initiatives
Strong stakeholder engagement and influencing capability
Ability to translate strategy into customer-focused outcomes

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

Why Defence Bank?

At Defence Bank, you'll be part of a purpose-led organisation where your work genuinely contributes to better outcomes for our members, employees and community.

We offer:
Meaningful work that directly supports regulatory compliance and organisational resilience.
Exposure to strategic enterprise-wide programs.
A collaborative and inclusive culture that values innovation and accountability.
Opportunities for professional growth and development.
Flexible ways of working and a strong commitment to employee wellbeing.

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

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

All successful candidates will be required to complete employment checks prior to an offer of employment.

Whilst we value and appreciate the time and effort you made to apply for this position, only short-listed applicants with Australian Working Rights will be contacted to discuss their application.

Applications will be reviewed as they are received, and the position may close at any time once a suitable candidate is identified. We encourage interested applicants to submit their applications promptly.