Manager, Security Outreach & Customer Engagement

As the Manager, Security Outreach & Customer Engagement at Commonwealth Bank, you will develop and execute strategic outreach programs focused on educating customers about cyber security and supporting the growth of a skilled workforce to address future demand. This involves managing partnerships, delivering presentations, creating awareness content, and working with customer-facing teams to engage and inform clients effectively.

To be considered for the Manager, Security Outreach & Customer Engagement role at Commonwealth Bank, candidates should have strong verbal and written communication skills, an understanding of cyber risk frameworks, demonstrated experience in the cyber security field, and the ability to manage budgets and lead multiple initiatives. A proactive attitude in uplifting cyber security literacy is also vital.

The Manager, Security Outreach & Customer Engagement at Commonwealth Bank can enhance cyber security literacy by developing engaging educational programs, presenting information in various formats, and collaborating with diverse stakeholders across government, the education sector, and industries. By creating strategic partnerships and outreach programs, they will effectively convey essential cyber safety information to clients and the broader Australian community.

A typical day for the Manager, Security Outreach & Customer Engagement includes driving outreach strategies, managing security partnerships, creating and promoting security awareness content, collaborating with teams to deliver educational presentations, and ensuring that security initiatives are aligned with the bank's goals to enhance cyber resilience.

Success in the Manager, Security Outreach & Customer Engagement role at Commonwealth Bank will require strong communication skills to convey technical concepts to diverse audiences, understanding of cyber risk, the ability to manage multiple programs effectively, stakeholder management experience, and a genuine passion for enhancing cyber security awareness and skills among the Australian community.

When developing a cyber security training program, I start by identifying the specific needs and knowledge gaps of the audience. I focus on creating engaging, easy-to-understand content that addresses real-world scenarios they may encounter. Collaborating with experts to ensure the material is accurate and up-to-date also strengthens the program's credibility.

One successful outreach initiative I led involved partnering with local schools to deliver cyber safety workshops. We developed age-appropriate content that was interactive and relatable, which increased student engagement significantly. This not only educated students but also created a positive relationship between the organization and the community.

To ensure cultural relevance in cyber awareness content, I would first conduct research on the target audience's background, values, and beliefs. I would then collaborate with culturally diverse teams and stakeholders to gather insights and feedback, ensuring the messaging resonates well and is sensitive to the community's unique needs.

I stay updated on cyber threats by regularly following industry news, subscribing to relevant newsletters, attending cybersecurity conferences, and participating in webinars. Networking with professionals and joining online forums also provides insights into emerging trends and threats in the cyber landscape.

I would use metrics such as participant engagement rates, feedback surveys, pre- and post-training assessments, and the number of partnerships formed. Tracking incident reports and changes in user behavior regarding cyber safety can also illustrate the program's effectiveness in raising awareness.

In a previous role, I had to gain buy-in from senior management for a new cyber awareness campaign. I presented data showing the potential risk reduction and the positive impact on customer trust. I also provided a clear plan on execution and expected outcomes, which ultimately convinced stakeholders to support the initiative.

I would first seek to understand their concerns by having an open discussion. Listening to their feedback allows me to address any misconceptions and highlight the benefits of the program. Providing additional training and support can also help them feel more comfortable and engaged with the changes.

I use storytelling techniques to make cyber security concepts relatable, incorporate visuals to enhance understanding, and use real-life examples to illustrate risks and solutions. I also encourage audience participation through Q&A sessions or interactive polls to create a more engaging and dynamic presentation.

I prioritize projects by assessing their urgency and impact. Using project management tools helps me track progress and deadlines. I also communicate regularly with stakeholders to ensure alignment and adjust priorities based on changing circumstances or new insights into the outreach campaigns.

My strategy for building partnerships involves researching organizations with shared goals and values. I initiate contact with a clear proposal about how our collaboration can benefit both parties and the community. Maintaining clear communication and demonstrating the successes of our joint initiatives helps strengthen these partnerships over time.