Head of Merchant Customer Journey

1 week ago

Melbourne City Centre, Australia NAB Full time

Head of Merchant Customer Journey
- Job number: 798351
- Primary position location: VIC- Melbourne CBD
- Category: Banking & Financial Services
- Category: Business Banking
- Category: Product Management
- Work type: Permanent Full time
- Closing at: Feb 14 2025 at 23:55 AEDT

**Favourite**

- **We are empowered to make a positive difference for customers and communities**:

- **We grow great leaders who inspire and energise their team**:

- **Be recognised as a** **Head of Major Merchant Customer Journey in Merchant Products at NAB**

As a **Head of Major Merchant Customer Journey,** you will
- Drive NAB’s major merchant customer and colleague onboarding and servicing experience to be industry leading driving increased sales, improved NPS and growth of market share.
- Lead the e2e customer requirements and customer journey to onboard and service merchant customers with an initial focus on larger customers.
- Engage directly with customers and support decision making for the most appropriate product configuration.
- Deliver customer level features to support merchant onboarding and servicing such as customer credentials.
- Define the practices and playbook to industrialise NAB’s capability to onboarding and service large merchants.

**What you will bring**:

- Demonstrated in-depth experience in a senior leadership role responsible for designing and building end to end customer onboarding and servicing journeys for banking products with experience in Merchant products an advantage.
- Proven ability to drive customer experience enhancements that deliver tangible business improvements.
- Experience in joint bank/client team project delivery.
- Extensive knowledge of merchant products and payments industry preferred.
- Proven Banking industry experience
- Experience in Product ownership/management and customer journey mapping and service design.
- Demonstrated ability to deal with multiple stakeholders and influence at a variety of seniority levels (including external stakeholders, suppliers and customers).
- Proven track record of operating effectively and delivering consistent results in a complex business.

**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.

**Join NAB**

LI-DNI

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