Lifecycle Communications Consultant

Job Category: Marketing, communications, corporate affairs, and product

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.

Job Description

The opportunity.

As our Lifecycle Communications Consultant, you will create timely, relevant and useful communications that support members at important stages of their relationship with Defence Bank. Working within the Member & Marketing team, you will bring our guidance-led content strategy to life across direct member channels, with email as the primary focus.

You will plan and deliver lifecycle, product and service communications that strengthen member understanding, engagement and confidence. Collaborating with Guidance, Brand, Product and Digital stakeholders, you will use audience insights and performance measures to continuously improve how we communicate across the member journey. You will also help expand lifecycle communications into channels such as in-app messaging and SMS as our capabilities evolve.

Your key responsibilities will include (but are not limited to):

• Plan, build and deliver timely and relevant lifecycle email communications.
• Translate guidance priorities into clear, practical and member-focused content.
• Deliver accurate and compliant product and service communications.
• Apply audience segmentation and targeting to improve relevance and engagement.
• Manage Defence Bank's lifecycle communications agency and delivery partners, developing briefs and ensuring high-quality execution.
• Monitor performance and engagement metrics to optimise communications and member outcomes.
• Measure and improve member understanding and journey effectiveness.
• Support the expansion of communications across additional owned channels.
• Collaborate with stakeholders across Guidance, Brand, Product, Digital, Risk, Compliance and Legal.
• Maintain strong governance, approval and data management practices.
• Identify opportunities to improve processes, communication effectiveness and member experiences.

Desired Skills and Experience

About You.

You are an experienced communications professional who combines creativity with accuracy, sound judgement and a strong understanding of governance. You know how to turn product, service and strategic requirements into clear communications that help customers make informed decisions. Collaborative and detail-oriented, you are comfortable managing competing priorities, working across multiple stakeholder groups and using insights to continually improve communication outcomes.

You will have:

• Approximately four to seven or more years’ experience in lifecycle or product and service communications.
• Strong hands‑on experience delivering email or lifecycle communication programs.
• Experience delivering product or service communications in a regulated environment.
• Demonstrated attention to detail, accuracy and governance discipline.
• Experience collaborating effectively across multiple stakeholder groups.
• A tertiary qualification in marketing, communications or a related discipline, or equivalent professional experience.
• Experience with lifecycle marketing, CRM or marketing automation platforms is preferred.
• Exposure to audience segmentation, targeting or personalisation approaches is desirable.Experience expanding communications into additional owned or direct channels is advantageous.Financial services or similarly regulated industry experience would be highly regarded.

  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 - vouchers, discounts, e-cards and much more!

  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.

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