Consultant Customer Excellence

**Work type**: Permanent Full time
**Location**: VIC- Melbourne CBD
- Make a real difference for our customers and communities
- You'll have support to develop, and our encouragement to explore
- Bring your ideas, ambitions, and passions both in and outside of work
- Flexible location across Australia

**It's more than a career at NAB. It's about more opportunity, more moments to make a difference and more focus on you.**

Your job is just one part of your life. When you bring your ideas, energy, and hunger for growth to us, you'll be recognised and rewarded for your contribution in return. You'll have our support to excel for our customers, deliver positive change for our communities and grow your career.

It's a good time to see what more you can find at NAB as a Consultant Customer Excellence

**The role**:
Across Business Direct & Small Business, we are setting ourselves up for growth by ensuring that we have the right customer serviced by the right banker. This role is to enable the business to meet various compliance measures by developing and leading dedicated capability uplift in KYC, Digidocs, GRACE and others and the ongoing reporting of compliance into each business and leading process improvement, data analysis and provide support to colleagues in meeting these metrics

**The role and Day to day will include**:

- Identify, drive and embed best practice across Business Direct, Small Business, and Enterprise as well as understanding market best practice.
- Understand tools and internal process to assess Capability, eg Gap analysis
- Understand the programs offered by NAB, leverage relevant programs to support the Business Direct and Small Business Capability
- Work closely with Sales Leaders to support business initiatives and coaching capabilities to best support Bankers and customers.
- Support the Senior Consultant, Customer excellence in continuous improvement to the onboarding programs.
- Develop plans, programs and content to be delivered periodically, ensuring they remain relevant to the business and the Business Direct and Small Business strategy
- Aligning the capability program to the Business Direct & Small Business Capability calendar, ensuring that best practice is leveraged across the broader teams

**What you will bring**:

- Extensive banking experience
- Excel and data analysis
- Strong stakeholder management
- Sound technical and systems experience
- Experience in process improvements
- Relationship management skills

**Make a difference through your work***
At NAB, we work together to deliver exceptional outcomes that exceed our customers' expectations. We are an ASX listed organisation that has been serving Australian communities for more than 160 years. We are investing in positive change and our work changes the future of banking. Our colleagues have an impact far beyond work, and you'll be part of a team that is helping to solve some of society's biggest challenges.

**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 respect - where everyone feels valued and appreciated for being their true authentic selves at NAB. With our focus on inclusion and diversity, and in partnership with our Employee Resource Groups, NAB is a place where First Nations colleagues, colleagues of all genders, sexualities and ages, carers and colleagues with disability, and colleagues from all cultures, races and religions have the opportunity to thrive, connect and grow.

We are intent on providing an environment where you can work your way. Ask about our many flexible work options and please let us know if we can provide any adjustments throughout the recruitment process.

**More focus on you**
We are committed to delivering a positive experience for our colleagues and a workplace you can be proud of. We support our colleagues to balance their careers and personal life through flexible working arrangements such as hybrid working and job sharing and competitive financial and lifestyle benefits. We invest in our colleagues through world class development programs (Distinctive Leadership and Career Qualified in Banking), and empower you to learn, grow and pursue exciting career opportunities. To learn more, visit the Benefits of Working at NAB page on our website.

**Join NAB**

unsolicited CVs from agencies will not be accepted.