Consultant, Digital Service Adoption

2 weeks ago

Melbourne, Australia NAB - National Australia Bank Full time

**Work type**: Permanent Full time
**Location**: Remote: Work Anywhere, NSW- Sydney CBD, VIC- Melbourne CBD
- **Outstanding opportunity to build and progress your career**:

- **Build your career in a highly engaged and successful team**:

- **Use your expertise to drive positive outcomes for our customers**

**About the Role**:
In this role you will lead the awareness, education and adoption of digital features and services across all digital channels for our banking customers

The purpose of the role is to lead the digital adoption program of work across Customers to reduce call volumes to Contact Centres and interactions at Branches for tasks / services (core and non-core banking), that are available via digital channels.

This role will require promoting digital features and capabilities to Customers via all possible assets (e.g. Website, Videos, Chat Bot) including reporting on digital channel usage for core tasks / services, and initiatives delivered.

You will also conduct analysis to identify Customer pain points and suggest ideas through to the Change (Business Digital Project Team) that could be delivered to help our Customers.

**Key Responsibilities**:

- Lead the digital awareness, education and adoption of NAB digital features and services (core and non-core banking for example Xero) for Customers
- Lead the implementation of ongoing tracking and reporting of utilisation of features / tasks / services (core and non-core banking for example Xero)
- Lead the implementation of prioritised backlog of digital adoption initiatives
- Understand and share global best practice for digital adoption
- Optimising customer engagement of digital channels with existing capability
- Collaborate with Personal Bank (PB) Digital Adoption team to share best practice and learnings to supporting driving the B&PB digital adoption / service agenda
- Own, track and report key performance metrics for digital adoption as it relates to Customers for both core and non-core banking
- Work with the B&PB Digital Adoption - Colleague counterpart to ensure there is a consistent approach to digital awareness, education and adoption of digital service features

**Skills and Experience Required**:

- 3+ years experience in planning and delivering Digital service engagement, adoption and utilisation activities to Customers
- Strong experience in uplifting digital awareness, adoption and utilisation with Customers and demonstrating results
- Strong experience articulating business strategy to achieve intended outcomes including shareholder, customer, and employee value
- Track record of operating effectively and delivering consistent results in a large complex business
- Financial Services experience desirable
- Strong business and commercial acumen, analytical and data driven
- Expert in website / digital metrics and reporting suites (e.g. Adobe, PowerBI, Tableau)
- Customer Impact: Considers customer needs, actions add value for the customer
- Sets priorities & delivers, and executes for results
- Business Acumen: Understands business drivers, has financial & commercial orientation, analytical and data driven
- Building relationships & influences stakeholders
- Self-awareness & learning oriented
- Drive: Approach with energy and passion

**Join NAB**

If you think this role is the right fit for you, we invite you to apply. Let’s explore who you are and what drives you.

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