Manager, Banker Customer Improvement Program Insight

4 months ago

Melbourne, Australia NAB - National Australia Bank Full time

**Work type**: Permanent Full time
**Location**: VIC- Melbourne CBD- **Be rewarded and recognised for the value you bring**:

- **You’ll be supported to manage your career, work and life**:

- **We grow great leaders who inspire and energise their teams**

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

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** Manager, Programs & Insights.**

**Key responsibilities & deliverables of this role**:

- Gather relevant customer and banker insights (e.g. customer/ banker feedback, NPS, complaints, Heartbeat)
- Analyse insights to determine key issues that need addressing and shape these into actionable initiatives
- Design, develop and manage programs to identify customer and banker insights and improvements
- Prioritise high value issues to be addressed and develop business case, engaging with relevant B&PB stakeholders
- Maintain comprehensive view of progress, adoption and impact of prioritised initiatives

**To be successful**:

- A strategic thinker who can plan and prioritise while actively problem solving
- Experienced in shaping analysis and insights into concrete, actionable initiatives
- Able to work in a time sensitive manner while making quality decisions to mitigate risk
- Strong ability to influence stakeholders and build rapport
- Proven track record in delivering transformational and continuous improvement outcomes

**Qualifications to be successful**:

- At least 8+ years improvement experience with knowledge of Financial Services background
- Tertiary qualification(s), ideally in a financial or business-related discipline
- Proven experience in leading multi-functional teams

**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 have the opportunity to thrive, connect and grow.

We are intent on providing an environment where you can work your way. Ask about our many flexible work options and please let us know if we can provide any adjustments throughout the recruitment process.

**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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