Deep Dive · SOS26

James Jeffs

Social Media and Community Management Lead · Bankwest

James Jeffs is a Social Media and Community Management Lead who’s all about building brands people actually want to engage with.

At Bankwest, he brings together strategy, content and real-time conversations across socials, turning everyday moments into meaningful customer interactions. He’s big on community management, from shaping moderation frameworks to leading empathetic, on-brand responses at scale.

Known for blending data with real human insight, James is always looking for ways to make experiences better. He’s passionate about creating safe, inclusive spaces online where customers feel heard, supported and genuinely connected to the brand.

The details · SOS26

From bricks to browser

Format	Deep Dive
Day	Wednesday 26 August
Time	1.30 to 2.30PM
Room	RVR3
Recap	SOS26 archive

About the session

When Bankwest transformed from a full-service bank with almost 100 branches to a digital-only bank, there was friction. How did they use it to make social their customers’ ‘channel of choice’ and increase adoption, reduce resistance and build trust? Find out their secret to community-led change.

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