Consultant, Product Operations and Customer

**Consultant, Product Operations and Customer Experience**

**Job no**: 791700

**Business unit**: Business and Private

**Primary position location**: 330 Collins St, Melbourne, VIC

**Work type**: Permanent Full time

**Region**: VIC- Melbourne CBD
- Great opportunity for an experienced Consultant to support Merchant Services
- Build and progress your career
- 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.

**The role**:
Merchant Services is supported by multiple teams across the business to successfully deliver on our ambitious growth and transformational strategy. This role supports the Merchant Product Operations and Support team deliver on a range of key initiatives and operational activities.

The Consultant will work with key stakeholders across NAB to identify and deliver merchant product operational and support improvements and a best in market customer experience. This includes synthesising customer and banker feedback (qualitative and quantitative data) to generate insights on the customer experience and identify issues and opportunities.

Using quality sources of data, the role will identify priority areas and drive activities to improve the customer experience through all stages of the product cycle. The Consultant will share customer experience insights with key stakeholders, provide visibility to the leadership team and ensure there is an action plan in place to improve the customer experience.

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

- Support the day-to-day activities of the Merchant Operations and Product Support team, with the lens to improve methods, processes, uplift operational efficiency and provide a best in market customer experience.
- Delivery of Merchant Product Operations and Support initiatives and day to day support.
- Delivery of artefacts and papers to inform and/or seek endorsement from key stakeholders on operational and product support issues including updating and tracking key deliverables and business performance.
- Synthesise customer & banker feedback (qualitative and quantitative data) to generate insights on the customer experience and identify issues and opportunities.
- Champion customer experience activities & influence stakeholders to implement solutions to customer pain points.
- Manage relationship with internal and external providers of customer insights and NPS data.
- Represent MS at customer insight forums.
- Identify business priorities requiring customer insight.
- Present data, insights and support diagnosis and delivery of solutions.
- Document and map processes and controls.

**What you will bring**:
This is a great opportunity for a driven and experienced individual who enjoys working collaboratively with stakeholders across the business to drive mutually beneficial outcomes. You are a strong communicator (both written & verbal) you will be confident in engaging and influencing internal and external stakeholders in a positive style. You will have:

- Proven experience working a similar role in consulting and/or working in operations business improvement / transformation environments in financial services setting.
- Experience in Product Management, Customer Experience or Customer Journeys
- Strong project experience across multiple business units and complex environments
- Demonstrated knowledge of project management, methods, tools and techniques
- Excellent written and verbal communications for report writing and presentations.
- The ability to break down strategic problems and engage in solution focussed thinking.
- Ability to drive results
- Strong data analytic and excel skills for ssynthesising data from multiple sources, modelling, forecasting, scenario analysis and performance reporting.
- Experience in Financial Services, Merchant Acquiring and/or Payments (preferred)
- Relevant tertiary qualifications in Business or Risk Management (preferred)

**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.

We are intent on providing an environment where you can work your way. Ask about our many flexible work options and please let