Consultant, Channel Experience

Job no: 792909
Business unit: Personal Banking
Primary position location: 700 Bourke St, Docklands, VIC
Work type: Permanent Full time
Region: SA- Adelaide inner, VIC- Melbourne CBD

• Hybrid role | 2-3 days in the office
• Use your human-centered mindset to drive strategy for our customers and colleagues
• You'll be supported to manage your career, work, and life
• Work in a collaborative & challenging fast paced culture

You make NAB. You get it done for our customers and our communities. You're laying the foundations for NAB's future success. Together we'll grow, excel for our customers, and make this a workplace to be proud of.

It's a good time to see what more you can find at NAB as a Consultant, Channel Experience.

The role:

Join our dynamic team in Channel Strategy CX & Planning within the Personal Direct function, where we're crafting the future of customer engagement. As a pivotal member, your focus will be on helping shape the strategic direction of our Personal Direct Channel Experience. Working closely with cross-functional teams, you will be instrumental in driving our strategic vision forward.

Key responsibilities include:

• Collaborate with internal stakeholders to refine and execute the strategic vision for the Personal Direct Channel Experience.
• Utilise design thinking principles to inform strategic decisions and identify opportunities for improvement within the Personal Banking domain.
• Share insights and recommendations with key stakeholders, influencing the ideation phase and driving impactful change.
• Stay abreast of emerging technologies and industry trends to inform strategic initiatives and enhance customer and colleague experiences.
• Act as a conduit for escalating complex customer or channel issues to relevant stakeholders, ensuring timely resolution and continuous improvement.
• Assist in shaping and overseeing the Ideation and Inception process within the Personal Direct function.

• 3-5+ years' experience in Design, Channel Experience or Transformation
• Experience with design tools such as Figma is preferred
• Strong design, analytical and problem-solving mindset
• Ability to interpret data and leverage this to make strategic decisions
• Ability to be agile to balance operational priorities and deliverables
• Excellent communication and interpersonal skills while working with diverse stakeholders
• Enjoys working in a collaborate environment and taking initiative

We know that our people make us who we are. That's why we have built a culture of respect - where everyone feels valued and appreciated for being their true authentic selves at NAB. With our focus on inclusion and diversity, and in partnership with our Employee Resource Groups, NAB is a place where First Nations colleagues, colleagues of all genders, sexualities and ages, carers and colleagues with disability, and colleagues from all cultures, races and religions can thrive, connect and grow.

More focus on you

We are committed to delivering a positive experience for our colleagues and a workplace you can be proud of. We support our colleagues to balance their careers and personal life through flexible working arrangements such as hybrid working and job sharing and competitive financial and lifestyle benefits. We invest in our colleagues through world class development programs (Distinctive Leadership and Career Qualified in Banking), and empower you to learn, grow and pursue exciting career opportunities. To learn more, visit the Benefits of Working at NAB page on our website.

Join NAB

If you think this role is the right fit for you, we invite you to apply. Please note candidate screening and interviews may be conducted prior to the closing date of the job advert.

Unsolicited CVs from agencies will not be accepted.

Advertised: 14 May 2024 6:00 AM AUS Eastern Standard Time
Closing: 21 May 2024 11:55 PM AUS Eastern Standard Time