• Build long-term relationship by understanding and adapting to changing customer needs
• You will be tasked to find the simple solutions when things are complex or don't make sense.
• We bring the right people together, knowing diverse ideas achieve more.

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 Senior Service and Process Designer, you will join our NAB’s High Net Worth (HNW) private Wealth Team that’s doubling down making a tangible difference to customers while keeping it simple.

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

• Define service design principles based on industry best practice and best in class competition.
• Lead the design of the service model, clearly illustrating through a Figma artefact or service blueprint, how the customers and business interact to achieve the desired outcome and experience benchmark.
• Design, update, or reengineer operational processes in line with target state service models, modelling to BPMN 2.0 standards within Signavio including any non-straight through processing exceptions.
• Ensure all processes have the required controls to ensure we meet our obligations, which need to be linked to the process map.
• Ensure the signed-off target-state client journey and service model along with operational processes are incorporated where required (i.e. product design, business requirements, UX/UI designs, etc.).  

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

• Unwavering drive, motivation and resilience in a fast paced and at times ambiguous environment. You must be a team player and work collaboratively to foster a cooperative environment.
• Experience in business analysis, business improvement and operational process design.
• 10+ years' experience working within the Banking and Financial Services industry, or within a consulting firm working for a Banking and Financial Services client/s.
• Large-scale process re-engineering (Highly desirable)
• Strategic thinking mindset with deep business and human-centered design understanding to challenge the status quo with an aim to foster a holistic and customer-centric approach when delivering new products and platforms.  
• Creative problem solving / analytical skills – ability to question stakeholders to elicit key information with ability to identify root causes to address problems
• Strong written and verbal communication skills to confidently communicate, influence and negotiate with key stakeholders.
• Facilitation skills to run design workshops with wide range of audiences.
• Stakeholder management – ability to interact with stakeholders at all levels relevant to the deliverables assigned, manage expectations and needs.

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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