Head of Customer Experience and Insights

Head of Customer Experience and Insights
- Job number: 800401
- Primary position location: VIC- Melbourne CBD
- Category: Business Banking
- Category: Data & Analytics
- Category: Digital & Innovation

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- Work type: Permanent Full time
- Closing at: May 12 2025 - 23:55 AEST

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- **Showcase your exceptional leadership experience across**Customer Experience and Insights in Merchant Services**:

- **More than a career, you’ll be championing the voice of the customer**:

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

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.

As the **Head of Customer Experience and Insights**,**you will be part of the senior leadership team in the Merchant Services, that’s doubling down on customer obsession.

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

- Develop and refine Merchant Services customer proposition and customer journey roadmaps utilising a diverse range of data sources including (but not limited to) customer usage, customer research, customer complaints, competitive landscape, domestic and global payment trends.
- Drive positive revenue returns, grow market share and improve customer NPS and to drive a consistent customer experience across all Merchant Services and relevant NAB customer propositions.
- Provide thought leadership to inform NAB’s view on what might play out in current and future years in the payment and customer landscape.
- Develop and execute a scalable data strategy both current and future to support Merchant Services continued growth with a focus on data architecture, governance, and best practices.
- Lead and expand the data function, covering product analytics, insights, data science, AI and business intelligence.
- Orchestrate and influence delivery of roadmap across the business, working with Merchant peer group, domain orchestration, technology team, risk team and key Transaction banking teams.

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

- In-depth experience working in a similar senior leadership role leading Customer Experience and Insights teams in either Credit Cards or Merchant Services businesses.
- Proven deep knowledge and experience in Merchant products and Payments industry
- Demonstrated program and product management experience.
- Extensive experience mobilising and supporting cross functional and self-managing teams to accomplish outcomes.
- Extensive experience working with agile ways of working and familiarity success in delivering with human centred design techniques.
- In-depth experience playing a leadership role, including leading senior engagement and high performing teams.
- Proven data evangelist with exceptional analytical skills and an evidence-based decision maker who is a strategic thinker that drives customer centricity.

**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