Head of Contact Centre Channels

Head of Contact Centre Channels

Job number: 803622

Primary position location: VIC- Melbourne CBD

Category: Call Centre/Contact Centre

Work type: Permanent Full time

Closing at: Oct :55 AEDT

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• We are empowered to make a positive difference for customers and communities.
• Everyone is given the opportunity to learn, grow and achieve.
• Make a genuine difference through the work you do.

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 Enterprise Contact Centre Channels, you will join the Personal Direct Team that's doubling down on making a tangible difference to customers and bankers while keeping it simple.

Each day, you'll go above and beyond to:

• Act as a senior leader within a dynamic business and technology transformation environment, where Generative AI and other emerging technologies play a pivotal role in driving innovation and change.
• Make trade-off decisions and resolve tensions where decisions can't be made and Lead squads with multi-disciplinary colleagues to deliver a multi-year strategic transformation agenda in support of the domain's strategy.
• Lead a product owner cohort to define the vision and build a backlog of business outcomes that deliver across a balanced scorecard. Progressively elaborate backlogs to epics and features in support of the wider domain strategy.
• Lead Platform teams to run, maintain and continuously improve NAB Contact Centre platforms across Voice and Messaging (incl IVR and Virtual Assistant).
• Deliver business outcomes safely through application of effective risk management practices, and efficiently through application of agile practices.
• Prioritise delivery that is weighted to the shortest job first and maximising return on investment and strategic alignment.
• Be a key interface to the wider enterprise to unblock issues and enable faster delivery.

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

• Experience in Leadership of enterprise-wide transformational programs of work
• Product ownership, delivery, cross functional squads and/or management of 10+ years
• Comfortable in a senior leadership role, leading workshops, shaping backlogs, user stories and goals in line with domain cadence
• Experience in Contact Centre environments (Business / Tech)
• Exposure to, or experience in, future technologies including Customer Service, agentic experiences and GEN AI

• Stakeholder management, strategic thinking and problem solving

• Strong and extensive People Leadership experience

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.

For details on the recruitment process, and accessibility, please visit To discuss adjustment requirements, please contact the NAB Careers team, via (please reference job number) or visit our Careers page through the link above for other contact options.

Join NAB

If you think this role is the right fit for you, we would love to hear from you. Please note candidate screening and interviews may be conducted prior to the closing date of the job advert. Unsolicited CVs from agencies will not be accepted.