• Bring your customer first approach to drive change and bring customer obsession into the everyday
• A change and capability professional with an innovative operational approach
• You will simplify complex processes to make customer experience simple, fast and easy

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 Customer & Colleague Excellence, you will join the NAB Assist team that’s doubling down on customer obsession.

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

• Manage change, risk, capability and wellbeing activities whilst monitoring operational performance and financial metrics, operational excellence, providing coaching and setting strategic direction
• Leading a team of change, capability and risk management experts
• Ensure that an allocated portfolio of change is effectively delivered
• proactively manage resources to deliver changes with minimal operational risk and disruption.
• Improve colleague practices and wellbeing, demonstrated by a reduction in regulatory events and breaches resulting from change and timeliness of delivery,
• Improved customer experience and operational metrics including productivity targets, enhanced risk environment

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

• Experienced senior leader with proven change management and delivery experience
• Experience in collections and deceased estates
• A strategic thinker with commercial acumen capability
• Proven people leadership skills building highly engaged and high performing teams
• Strong analytical capability, commercial acumen, and numerical literacy.
• Proven experience building and managing in-depth long term relationships
• Passion for customer experience, innovation, and transformation.

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 https://www.nab.com.au/about-us/careers/apply-for-job.  To discuss adjustment requirements, please contact the NAB Careers team, via nab.careers@nab.com.au (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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