Consultant, Customer & Banker Experience

• Apply an inquisitive mindset to understand what’s driving customer experience
• Bring strategic thinking and analysis to solve real issues for customers and bankers
• Be supported and encouraged to grow your career at NAB

It’s more than a career at NAB. It’s about more opportunity, more moments to make a difference and more focus on you. 

Your job is just one part of your life. When you bring your ideas, energy, and hunger for growth to us, you’ll be recognised and rewarded for your contribution in return. You’ll have our support to excel for our customers, deliver positive change for our communities and grow your career. 

It’s a good time to see what more you can find at NAB as a Consultant – Banker & Customer Experience.

How to make an impact

In this role, you will explore an array of data and information to surface compelling customer and Banker Experience insight. You’ll be generating actionable insights and see them come to fruition, by partnering and collaborating with others across the business landscape.

You will apply strategic thinking and analysis to explore issues and root causes and identify high value improvement activities across Business & Private Bank (B&PB). You will look for the most impactful opportunities to improve the effectiveness and experiences of our bankers and enhance the customer experience. 

Key responsibilities & deliverables of this role

• Gather, analyse and synthesise relevant customer and banker data (e.g., Market and/or competitor data, NPS, complaints, Heartbeat, banker feedback, operational metrics) to identify themes, specific issues and opportunities for improvement
• Generate actionable insights on drivers of customer and Banker Experience, presenting issues and opportunities to senior stakeholders
• Support the detailed diagnosis of issues and root cause analysis, engaging with relevant stakeholders
• Collaborate with colleagues and teams across NAB to share insights and drive customer and Banker Experience improvements?
• Monitor and report on customer and Banker Experience program progress and impact
• Assist in the curation and maintenance of program roadmap and backlog?
• Act as trusted advisor to B&PB leaders on customer and Banker Experience?
• Provide regular updates on customer and Banker Experience insights and issues

What you will bring

We are seeking a passionate, pro-active, and experienced strategic and analytical thinker. With a growth mindset, you’ll apply logic and be able to relay tangible and easily digestible data in dealing with complex problems.

You will also be able to demonstrate:

• Strong analytical capability coupled with structured problem-solving skills
• Strategic thinking with ability to plan and prioritise, while actively problem solving
• Proven track record using qualitative and quantitative data and other unstructured information to diagnose issues and uncover root causes
• Experience in evidence-based decision making
• Ability to convey through presentations and reports, complex data and insights clearly and simply
• Influencing skills and ability to build cross divisional stakeholder relationships
• Experience within the banking and finance industry (desired)
• Experience with Agile Ways of Working?

Make a difference through your work
At NAB, we work together to deliver exceptional outcomes that exceed our customers’ expectations. We’re an ASX listed organisation that has been serving Australian communities for more than 160 years. We’re investing in positive change and our work changes the future of banking. Our colleagues have an impact far beyond work, and you’ll be part of a team that is helping to solve some of society’s biggest challenges.

A diverse and inclusive workplace works better for everyone. At NAB, we’re intent on building a culture we can all be proud of. One based on trust and respect. An uplifting environment where every single one of us feels appreciated and empowered to be our true, authentic selves. A diverse and inclusive workplace where our differences are celebrated, and our contributions are valued. It’s a huge part of what makes NAB such a special place to be.

Join NAB
If you think this role is the right fit for you, we invite you to apply. If you require any reasonable adjustments to the recruitment process or the role, please let the recruitment consultant know.  

To be eligible to apply, you must have Australian or New Zealand citizenship or Australian permanent residency status.  

Please note unsolicited CVs from agencies will not be accepted.

Please note candidate screening methodologies and interviews may be conducted prior to the closing date of the job advertisement