Consultant, Product Operations and Customer

2 weeks ago

Melbourne, Victoria, Australia National Australia Bank Full time
Consultant, Product Operations and Customer Experience

Consul an, Produc Opera ions and Cus omer Experience

Job no: 791700

Business uni:
Business and Priva e

Primary posi ion loca ion: 330 Collins S, Melbourne, VIC

Work ype:
Permanen Full ime

Region:
VIC- Melbourne CBD

  • Grea oppor uni y for an experienced Consul an o suppor Merchan Services
  • Build and progress your career
  • Work in a collabora ive and inclusive eam environmen
  • I 's more han a career a NAB. I 's abou more oppor uni y, more momen s o make a difference and more focus on you.
Your job is jus one par of your life.

When you bring your ideas, energy, and hunger for grow h o us, you'll be recognised and rewarded for your con ribu ion in re urn.

You'll have our suppor o excel for our cus omers, deliver posi ive change for our communi ies and grow your career.


he role:


Merchan Services is suppor ed by mul iple eams across he business o successfully deliver on our ambi ious grow h and ransforma ional s ra egy.

his role suppor s he Merchan Produc Opera ions and Suppor eam deliver on a range of key ini ia ives and opera ional ac ivi ies.


he Consul an will work wi h key s akeholders across NAB o iden ify and deliver merchan produc opera ional and suppor improvemen s and a bes in marke cus omer experience.

his includes syn hesising cus omer and banker feedback (quali a ive and quan i a ive da a) o genera e insigh s on he cus omer experience and iden ify issues and oppor uni ies.


Using quali y sources of da a, he role will iden ify priori y areas and drive ac ivi ies o improve he cus omer experience hrough all s ages of he produc cycle.

he Consul an will share cus omer experience insigh s wi h key s akeholders, provide visibili y o he leadership eam and ensure here is an ac ion plan in place o improve he cus omer experience.


he role and day o day will include:

  • Suppor he day
- o-day ac ivi ies of he Merchan Opera ions and Produc Suppor eam, wi h he lens o improve me hods, processes, uplif opera ional efficiency and provide a bes in marke cus omer experience.

  • Delivery of Merchan Produc Opera ions and Suppor ini ia ives and day o day suppor.
  • Delivery of ar efac s and papers o inform and/or seek endorsemen from key s akeholders on opera ional and produc suppor issues including upda ing and racking key deliverables and business performance.
  • Syn hesise cus omer & banker feedback (quali a ive and quan i a ive da a) o genera e insigh s on he cus omer experience and iden ify issues and oppor uni ies.
  • Champion cus omer experience ac ivi ies & influence s akeholders o implemen solu ions o cus omer pain poin s.
  • Manage rela ionship wi h in ernal and ex ernal providers of cus omer insigh s and NPS da a.
  • Represen MS a cus omer insigh forums.
  • Iden ify business priori ies requiring cus omer insigh.
  • Presen da a, insigh s and suppor diagnosis and delivery of solu ions.
  • Documen and map processes and con rols.

Wha you will bring:


his is a grea oppor uni y for a driven and experienced individual who enjoys working collabora ively wi h s akeholders across he business o drive mu ually beneficial ou comes.

You are a s rong communica or (bo h wri en & verbal) you will be confiden in engaging and influencing in ernal and ex ernal s akeholders in a posi ive s yle.


You will have:

  • Proven experience working a similar role in consul ing and/or working in opera ions business improvemen / ransforma ion environmen s in financial services se ing.
  • Experience in Produc Managemen, Cus omer Experience or Cus omer Journeys
  • S rong projec experience across mul iple business uni s and complex environmen s
  • Demons ra ed knowledge of projec managemen, me hods, ools and echniques
  • Excellen wri en and verbal communica ions for repor wri ing and presen a ions.
- he abili y o break down s ra egic problems and engage in solu ion focussed hinking.

  • Abili y o drive resul s
  • S rong da a analy ic and excel skills for ssyn hesising da a from mul iple sources, modelling, forecas ing, scenario analysis and performance repor ing.
  • Experience in Financial Services, Merchan Acquiring and/or Paymen s (preferred)
  • Relevan er iary qualifica ions in Business or Risk Managemen (preferred)
A diverse and inclusive workplace works be er for everyone.

We know ha our people make us who we are.

ha 's why we have buil a cul ure of respec where everyone feels valued and apprecia ed for being heir rue au hen ic selves a NAB.

Wi h our focus on inclusion and diversi y, and in par nership wi h our Employee Resource Groups, NAB is a place where Firs Na ions colleagues, colleagues of all genders, sexuali ies and ages, carers and colleagues wi h disabili y, and colleagues from all cul ures, races and religions can hrive, connec, and grow.

We are in en on providing an environmen where you can work your way.

Ask abou our many flexible work op ions and please le us know if we can provide any adjus men s hroughou he recrui men process.

More focus on you

We're commi e

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