Head of Retention

3 days ago

Melbourne City Centre, Australia NAB Full time

Head of Retention - Home Lending
- Job number: 800807
- Primary position location: VIC- Melbourne CBD
- Category: Banking & Financial Services
- Category: Data & Analytics
- Category: Information, Communication & Technology

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- Work type: Permanent Full time
- Closing at: Jun 8 2025 - 23:55 AEST

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- **We are empowered to make a positive difference for customers and communities**.**:

- **Join an innovative and customer obsessed team.**:

- **Be supported to grow your career at NAB.**

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 Retention, Home Lending**, you will be joining **the Personal Banking team** that’s doubling down on customer obsession.

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

- Responsible for leading and executing strategies to retain home lending customers, ensuring a seamless and engaging customer experience throughout their home loan journey.
- Develop and implement retention initiatives, analysing customer data to identify retention opportunities, and collaborating with cross-functional teams to enhance customer satisfaction and loyalty.
- Develop the Home Lending Retention strategy to minimise customer attrition and maximise customer lifetime value.
- Manage and implement Retention initiatives designed at reducing customer attrition across the portfolio.
- Collaborate with internal stakeholders, including distribution, marketing and risk to align retention efforts with broader business objectives.
- Utilise customer data and analytics to identify trends, predict churn, and develop targeted retention campaigns.
- Track and report on retention metrics, providing insights and recommendations to senior leadership to drive continuous improvement.
- Engage with customers through various channels to gather insights and foster relationships.

**We’re looking for the best and brightest to deliver the best for our customers. You’ll need**:

- Strong commercial and business acumen, ability to understand market dynamics, financial drivers, and business opportunities.
- Creative approach to customer loyalty, developing unique solutions and personalised experiences that strengthen relationships and minimise attrition.
- Exceptional analytical and problem-solving skills to identify complex challenges, evaluate multiple options, and implement effective solutions.
- Proven track record developing and executing comprehensive retention campaigns that increase lifetime value through targeted engagement and meaningful loyalty programs.
- Adept at building productive relationships with stakeholders, aligning priorities and managing expectations to achieve organisational objectives.
- Understanding of banking operations, regulatory requirements, financial products, and industry.

**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

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