AddressThe role and team:
As a Senior Consultant, Customer & Banker Experience you will play a critical role in delivering insights to identify and influence key focus areas to improve the experience of bankers and customers across Business & Private Bank (B&PB).
Exploring rich data and information to surface compelling insights and drive uplift across our customer and Banker Experiences will be a key part of the role. And you will apply strategic thinking and deep analysis to explore issues, root causes and recommend high value improvement activities across B&PB. You will look for the most impactful opportunities to improve the effectiveness and experiences of our bankers and influence the delivery of enhanced customer experiences.
- Gather, analyse and synthesise relevant customer and banker data (such as customer feedback, NPS data, complaints, banker feedback, operational metrics, market data) to identify themes, issues and opportunities for improvement
- Generate actionable insights on drivers of customer and Banker Experience, presenting key issues and opportunities to senior stakeholders
- Drive detailed diagnosis of issues and root cause analysis, engaging with relevant stakeholders
- Collaborate across NAB to share insights and drive customer and Banker Experience improvements?
- Monitor and present on customer and Banker Experience program progress and impact
- Develop and maintain a roadmap of experience management initiatives to continuously strengthen organisational maturity across banker and customer experiences
- Act as trusted advisor to B&PB leaders and stakeholders on customer and Banker Experience?
- Provide regular updates on customer and Banker Experience performance
What you’ll bring:
In this role you need to have loads of passion and be a proactive, experienced strategic and analytical thinker. You have a growth mindset and apply logic and data in dealing with complex problems. You love a challenge and can prioritise well against strategic priorities, with superb stakeholder management skills.
You will be able to demonstrate:
- Strong analytical capability coupled with structured problem-solving skills, preferentially in context of NPS or other customer experience (CX) measures
- Strategic thinking and the 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
- Project experience in identification of insights and working with stakeholders to help see insights translate to actionable improvement initiatives
- Demonstrated experience with Agile Ways of Working?
A diverse and inclusive workplace works better for everyone
We know that our people make us who we are. That's why we have built a culture of equity and respect – where everyone feels valued and appreciated for being their authentic selves. In partnership with our multiple Employee Resource Groups (ERGs) we continue to foster an inclusive environment, where all NAB colleagues’ unique backgrounds and identities are understood, respected, and celebrated.
We are committed to providing an environment where you can work your way. For details on the recruitment process, and accessibility, please visit www.nab.com.au/about-us/careers/apply-for-job. To discuss adjustment requirements, please contact the NAB Careers team, via ***********@nab.com.au (please reference job number) or visit our Careers page through the link above for other contact options.
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 CV's from agencies will not be accepted**.
