Analyst, Customer Experience

**Work type**: Permanent Full time, Fixed term Full time
**Location**: QLD- Brisbane inner, VIC- Melbourne CBD
- Make a genuine difference through the work you do
- Make a real difference for our customers and communities
- Work in a collaborative and inclusive team environment

**It’s more than a career at NAB. It’s about more opportunity, more moments to make a difference and more focus on you.**

Your job is just one part of your life. When you bring your ideas, energy, and hunger for growth to us, you’ll be recognised and rewarded for your contribution in return. You’ll have our support to excel for our customers, deliver positive change for our communities and grow your career.

It’s a good time to see what more you can find at NAB as an Analyst, Customer Experience & Quality

**The role**:
You are responsible for performing quality assessments on bankers within Fraud Operations to ensure outcomes are compliant and align with the quality framework for Fraud Operations.

**Your opportunity**
- Develop initiatives to Increase visibility and lift the profile of the respective business unit both internally and externally
- Identifying red flags to determine impact to training and operational output
- Be a contact point for operational staff as a trusted SME with a deep understanding of current and future procedures.

**The role and Day to day will include**:

- Completing targeted reviews and implementing side by side reviews for analysts that require additional support to correct quality
- Facilitating calibration sessions, updating training and scorecards
- Provide detailed feedback on issues identified through quality assessments, this can include but isn’t limited to side by side or classroom coaching
- Identify trends in quality assessments that may result in a negative customer experience and develop an action plan to address
- This role will also be required to support their Lead with any, and all initiatives identified to uplift the customer experience and NPS score for Fraud Operations
- Conduct live quality assessments in a side by side or virtual environment if required

**What you will bring**:

- Degree certification highly regarded
- The role holder is likely to be educated to degree standard or above
- 2 years in a comparable Quality assurance, remediation, operational and/or risk and compliance role, preferably in a Financial Crime environment.
- Experience handling high volume work
- Experience at cross skilling into multiple operational service team
- Excellent communication skills with a strong customer focus
- Experience dealing with tight deadlines
- Understanding of, and experience in, Quality Assurance, Regulatory and/or Risk Frameworks.
- Knowledge of fraud typologies and how the environment operates

**Make a difference through your work**

At NAB, we work together to deliver exceptional outcomes that exceed our customers’ expectations. We are an ASX listed organisation that has been serving Australian communities for more than 160 years. We are investing in positive change and our work changes the future of banking. Our colleagues have an impact far beyond work, and you’ll be part of a team that is helping to solve some of society’s biggest challenges.

**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 respect - where everyone feels valued and appreciated for being their true authentic selves at NAB. With our focus on inclusion and diversity, and in partnership with our Employee Resource Groups, NAB is a place where First Nations colleagues, colleagues of all genders, sexualities and ages, carers and colleagues with disability, and colleagues from all cultures, races and religions have the opportunity to thrive, connect and grow.

We are intent on providing an environment where you can work your way. Ask about our many flexible work options and please let us know if we can provide any adjustments throughout the recruitment process.

**More focus on you**

We are committed to delivering a positive experience for our colleagues and a workplace you can be proud of. We support our colleagues to balance their careers and personal life through flexible working arrangements such as hybrid working and job sharing and competitive financial and lifestyle benefits. We invest in our colleagues through world class development programs (Distinctive Leadership and Career Qualified in Banking), and empower you to learn, grow and pursue exciting career opportunities. To learn more, visit the Benefits of Working at NAB page on our website.

**Join NAB**

Unsolicited CVs from agencies will not be accepted.

LI-DNI