Analyst, Customer Experience

2 weeks ago

Sydney, New South Wales, Australia NAB - National Australia Bank Full time

Work type:
Permanent Full time

Region:
NSW- Sydney CBD, SA- Adelaide inner, VIC- Melbourne CBD, WA- Perth inner, Remote: Work Anywhere

  • Recognised as a top #3 employer on the 2023 LinkedIn Top Companies list to grow your career
  • Be supported to grow your career at NAB
  • Make a genuine difference through the work you do

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.

Your purpose


To drive customer advocacy performance (in metrics), complete analysis to identify opportunities and challenges, and identify the correlations between customer experience and business performance outcomes to help leaders drive better business performance.


Your ability to provide business partners with relevant insights and metric driven recommendations based off reporting and analysis will be crucial.

In addition, you will deliver effective interventions, driving consistently great customer experiences across their respective business units.

Your day-to-day will include

  • Identifying opportunities to uplift customer (and banker) advocacy, design, deliver and embed improves experiences
  • Uncovering trends and insights within customer metrics
  • Ensuring all personal training records are maintained and kept up to date
  • Conforming with all internal operating policies and procedures relevant to the position
  • Identifying continuous improvement for procedures and help with solutions
  • Operating within appropriate policies

What you will bring:

  • Experience in the financial services and/or contact centre industry
  • Exposure to human centred design
  • Ability to stitch different data sources together
  • Proficiency in Tableau and SQL
  • Ability to utilise qualitative and quantitative methodologies
  • A demonstrated capability in data analysis and insights
  • Customer Research or Customer Advocacy or Customer Experience or NPS experience (preferred)

_Make a difference through your work__ _

  • At NAB, we work together to deliver exceptional outcomes that exceed our customers' expectations. We are an ASX listed organisation that has been serving Australian communities for more than 160 years. We are 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_

  • 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 _:

- unsolicited CVs from agencies will not be accepted._

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