Consultant, Customer Experience

7 days ago

Sydney, Australia National Australia Bank Full time

**Consultant, Customer Experience**

**Job no**: 792853

**Business unit**: Personal Banking

**Primary position location**: 700 Bourke St, Docklands, VIC

**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 influence a culture of customer focus, driving customer advocacy performance, in metrics, and identifying root causes of customer dissatisfaction and drivers of customer advocacy.

Your ability to build enterprise support by working with key customer stakeholders and elevating customer insights up and across the value chain will be crucial.

In addition, you will bring together and lead working groups, squads, or project teams, from across the value chain, to co design customer and banker focused experiences, leveraging internal and external human centred design and research specialists as required.

**Your day-to-day will include**
- Identifying opportunities to uplift customer and colleague advocacy; design, deliver and embed improve experiences
- Taking responsibility for tracking the impact of the opportunities identified to ensure success
- Creating and maintaining project documentation.
- Uncovering trends and insights within relevant data sources and 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

**What you will bring**:

- Analytics and insights or project execution experience
- Customer Research or Customer Advocacy or Customer Experience or NPS experience preferred
- Human Centred Design experience (preferred)
- Lean Six Sigma experience preferred (Green / Black Belt)
- Complex data analytics experience preferred (R, Python, data modelling, machine learning, AI)

**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.

**Advertised**: 07 Mar 2024 6:00 AM AUS Eastern Daylight Time

**Closing**: 14 Mar 2024 11:55 PM AUS Eastern Daylight Time

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