Head of Customer

• Shape the future of customer and banker experience for the Corporate & Institutional division
• Drive cutting-edge digital and GenAI strategies in a high-impact leadership role
• Collaborate with executive leaders and cross-functional teams to deliver real change

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.

In the role of
Head of
, you will join the
COO C&IB team
that's doubling down on
winning together
Each day, you'll go above and beyond to:

• Create and deliver a vision for best-in-class customer and colleague experience across CIB
• Lead the establishment and coordination of customer advocacy programs (Inner and Outer Loops)
• Develop and drive CIB's data and GenAI strategy to uplift insights and business growth
• Partner closely with enterprise and domain teams to automate, digitise, and enable self-service
• Make key decisions on team structure, roadmap execution, and stakeholder engagement

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

• Demonstrated success in creating vision, design, and roadmaps for customer and colleague experience
• Significant exposure in leading transformation delivery, particularly building out in-house platforms
• Proven leadership of global teams and ability to drive high performance
• Proven track record in financial services, ideally within institutional banking, with openness to candidates bringing experience from management consultancy backgrounds
• Tertiary qualification in a relevant discipline

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.

Build your career with NAB
At NAB, we encourage our colleagues to invest in their skills, experiences and careers. To put your best application forward, we recommend firstly reviewing the job advertisement and the Role Purpose Statement (also known as the position description – this is linked to the job advert). This will give you a clear idea of what the role entails. If the opportunity excites you and aligns with your career aspirations, you should seek your People Leader's endorsement and apply.

Note:
all NAB colleagues are encouraged to have a minimum of 18 months tenure in their current role.

Feel free to reach out to the Talent Acquisition Team with questions but please note, to ensure we run a fair and equitable process for all colleagues, we'll often guide you to apply through the process outlined above. The Talent Acquisition consultant for this role is
Dylan Sullivan.
Looking for career advice?
We're excited about your interest in this opportunity For personalised career advice and to discuss your growth within NAB, please speak with your People Leader. They know your journey best and can offer the most relevant support and guidance. Additionally, please visit CareerU or Careers at NAB for useful tips and tools. Our Talent Acquisition Consultants are dedicated to the hiring process and will not have the full picture of your career path.

We wish you the best of luck with your application Application updates will be shared with you from PageUp (our recruitment system). We recommend you filter our current opportunities to your preferred location before applying.  If you require any adjustments to the recruitment process or the role, please let the Talent Acquisition Consultant know.