Consultant, Customer Insights and Planning

7 days ago

Melbourne City Centre, Australia NAB Full time

Consultant, Customer Insights and Planning
- Job number: 801850
- Primary position location: VIC- Melbourne CBD
- Category: Banking & Financial Services
- Category: Data & Analytics
- Work type: Permanent Full time
- Closing at: Aug 8 2025 - 23:55 AEST

**Favourite**

- Be a lynchpin to bring our customer obsession to life
- Important role to make our customer experience better at scale
- Newly created business unit - opportunity to mould and shape

Our people are customer obsessed. They prioritise the needs and satisfaction of the customer above all else. Our mindset fosters innovation and creates strong, lasting customer relationships as we strive to be the most customer centric company in Australia and New Zealand.

In the role of Consultant, Customer Insights and Performance, you will join the Customer Insights and Performance Team that’s doubling down on customer obsession.

**Each day, you’ll go above and beyond to**:

- Gather and synthesise customer and operational data to generate insights and hypotheses on CX issues and opportunities
- Support the diagnosis of issues in detail, engaging with relevant stakeholders
- Monitor and report on customer ambition progress and impact, leveraging ongoing and short-term measurement mechanisms
- Assist in the review of CX key drivers and recommend/review ways to measure progress
- Act as advisor to key stakeholders on CX improvement practice and measurement

**We’re looking for the best and brightest to deliver the best for our customers. You’ll need**:

- Sold experience in insights and data analysis and able to demonstrate strategic thinking
- Both quantitative and qualitative data analysis and able to tell a story backed by data
- Experience with NPS or other customer experience metrics along with market research data and analysis software
- Strong influencing skills and able to build cross divisional stakeholder relationships
- Ability to work under pressure, assess situations and make quality decisions to mitigate risk

**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

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