Analyst Nps Operations

**Work type**: Permanent Full time
**Region**: Remote: Work Anywhere, VIC- Melbourne CBD
- **Use your analytical mind to drive operational excellence and support our frontline bankers**:

- **Opportunity for a curious individual to use their creative problem solving skills**:

- **Contribute to a collaborative, dynamic team**

**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, NPS Operations.

**The role**:
Reporting to the Head of Customer Advocacy the focus of this position is providing operational support to ensure all of NAB’s customer feedback programs are perfectly run. The role will provide detail oriented and solutions-led operational support for NAB’s feedback platform (Qualtrics) and serving the needs of users. The role predominantly centres on the execution and management of programs including:

- The ongoing execution of Net Promoter Score (NPS) surveys to capture customer feedback across a variety of channels
- Running data scripts and compiling customer lists for seeking feedback
- Day-to-day monitoring of sample/survey health and staying abreast of business changes that might impact the customer feedback program
- Managing user access requests
- Serving as the front door for all staff requests and troubleshooting for NAB’s various NPS and feedback programs
- Assist in group inbox management, working collaboratively across the team to ensure timely and appropriate responses
- Proactive investigation and reporting of issues that arise, independently finding resolutions where possible

**What you will bring**:

- A strong customer service mentality, able to communicate with influence and sensitivity while providing a professional service
- Confidence in working collaboratively to achieve together as a team, able to build relationships across the business unit and with internal stakeholders
- A growth mindset, always willing to learn and proactively identifies areas of opportunity to grow and improve

Prior experience with Qualtrics or a similar customer management platform such as Salesforce would be highly regarded.

**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 can thrive, connect and grow.

**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.