Head of Customer Profiles

Head of Customer Profiles
- Job number: 802708
- Primary position location: VIC- Melbourne CBD
- Category: Data & Analytics
- Category: Digital & Innovation
- Category: Product Management

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- Work type: Permanent Full time
- Closing at: Sep 29 2025 - 17:00 AEST

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- **Showcase your senior leadership experience across P**roduct and/or Digital Channel Ownership in Banking**:

- **More than a career, you’ll be representing 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 Profiles,**you will be part of the senior leadership team in the Customer Onboarding & Mastering Domain in the ECOM team, that’s doubling down on customer obsession.

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

- As part of the senior leadership team, this role will contribute to the overall ambition to drive centralised customer onboarding and profile management experiences across the organisation.
- Establish the direction, defining the experience, strategy and vision for Customer Profile Management relating to individual customers for the organisation.
- Run & optimises services relating to individual customer profile maintenance for the enterprise.
- Ensure roadmap alignment across the various stakeholders and programs relying on customer profile capabilities.
- Lead execution of key elements of the Enterprise Customer Onboarding & Mastering program relating to individual customer profile management.
- Lead the establishment of new processes and capabilities to transition to future state capability into BAU services with run and optimisation of customer profiles.
- Deliver service improvements to improve customer experience, meet new regulatory requirements and reduce fraud/financial crime.
- Partner closely with Customer Divisions and Financial Crime to ensure actions towards improving customer experience and mitigating financial crime risks.

**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 across Product, Strategy and/or Digital Channel ownership within Banking, particularly across Personal Bank and Financial Crime.
- Experience in project delivery, preferably with at least 10+ years in Banking and Financial Services.
- Managing and delivering large complex programs containing multiple streams, multiple technical assets, with multiple vendors.
- Experience working in an agile environment and building agile teams to deliver at scale within a domain.
- Ability to have cross functional influence of product managers, product owners, design, business analysts, change management and delivery teams.
- Understanding of project delivery, project management disciplines and service management
- Ability to effectively manage a financial forecast, track benefit delivery.
- Capable of thinking strategically, constantly seeking opportunities to progress strategic. objectives and continuously improve technical platforms and operating environment.
- Proven analytical skills and evidence-based decision maker who is a strategic thinker that drives customer centricity.
- Excellent stakeholder management skills with demonstrated commercial acumen and management.

**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