Head Of, Customer

13 hours ago

Melbourne City Centre, Australia NAB Full time

Head of, Customer & Colleague Excellence
- Job number: 800108
- Primary position location: VIC- Melbourne CBD
- Category: CEO & General Management
- Category: Change Management
- Category: Operations

**Show More**
- Work type: Permanent Full time
- Closing at: Apr 17 2025 - 23:55 AEST

**Favourite**

- Bring your customer first approach to drive change and bring customer obsession into the everyday
- A change and capability professional with an innovative operational approach
- You will simplify complex processes to make customer experience simple, fast and easy

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 **Head of Customer & Colleague Excellence**, you will join** the NAB Assist team** that’s doubling down on **customer obsession.**

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

- Manage change, risk, capability and wellbeing activities whilst monitoring operational performance and financial metrics, operational excellence, providing coaching and setting strategic direction
- Leading a team of change, capability and risk management experts
- Ensure that an allocated portfolio of change is effectively delivered
- proactively manage resources to deliver changes with mínimal operational risk and disruption.
- Improve colleague practices and wellbeing, demonstrated by a reduction in regulatory events and breaches resulting from change and timeliness of delivery,
- Improved customer experience and operational metrics including productivity targets, enhanced risk environment

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

- Experienced senior leader with proven change management and delivery experience
- Experience in collections and deceased estates
- A strategic thinker with commercial acumen capability
- Proven people leadership skills building highly engaged and high performing teams
- Strong analytical capability, commercial acumen, and numerical literacy.
- Proven experience building and managing in-depth long term relationships
- Passion for customer experience, innovation, and transformation.

**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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