Head of Customer

8 hours ago

Sydney, New South Wales, Australia NAB - National Australia Bank Full time $120,000 - $250,000 per year

Head of Customer & Banker Experience

  • Job number: 804376

  • Primary position location: NSW- Sydney CBD

  • Category: Business Analysis

  • Category: Change Management
  • Category: Corporate & Institutional Banking

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  • Work type: Permanent Full time

  • Closing at: Nov :55 AEDT

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  • 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. 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.

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