Head of Product and Customer Engagement

2 weeks ago

Melbourne City Centre, Australia NAB Full time

Head of Product and Customer Engagement
- Job number: 802933
- Primary position location: VIC- Melbourne CBD
- Category: Banking & Financial Services
- Category: Business Banking
- Category: Product Management

**Show More**
- Work type: Permanent Full time
- Closing at: Aug 26 2025 - 23:55 AEST

**Favourite**

- Bring your proven experience in Product and customer engagement
- Your growth mindset and innovation will see you excel in this role
- We win in the right way, which is always putting our customers first.

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 **Head of Product & Customer Engagement** role you will reporting to the **Executive, Own My Home**that’s doubling down on customer obsession and winning together.

Each day you will go above and beyond to:

- Oversee the product strategy for back-book home lending customers during the life of their loan
- Create and implement comprehensive customer engagement strategies
- Oversee the development and implementation of customer engagement programs
- Lead the Voice of Customer operating model, including management of Strategic NPS, Episodic NPS and Home Lending complaints to identify areas for improvement and innovation
- Manage and mentor a team, fostering a high performance culture along with high colleague engagement

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

- Experience within banking and front line operations
- Excellent stakeholder engagement and influencing across whole value chain of NAB Broker
- Strong Problem-solver who like you get into the detail
- Proven business and commercial acumen
- Lead by example to drive the team’s performance with energy whilst tempered with the right balance of enablement and owning the hard conversations with your team when required.

**_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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