• Bring your exceptional collaboration and problem solving skills to this exciting role 

• Drive world class analytics and process governance to improve customer experience 

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. 

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

• Work collaboratively across Personal Direct and broader Personal Banking teams 

• Define and deliver a risk and controls roadmap aligned to contact centre operations and customer expectations. 

• Lead cross-functional squads to identify, assess, and improve end-to-end processes, leveraging data and analytics to evaluate risk exposure and operational efficiency. 

• Partner with stakeholders to address key friction points and embed sustainable control mechanisms that enhance customer and colleague experience. 

• Design and maintain feedback loops to capture and respond to operational risks, control failures, and improvement opportunities. 

• Track, measure, and report on control effectiveness, risk mitigation outcomes, and process improvement ROI. 

• Coach and develop team members in best practice disciplines including operational risk management, process design, and continuous improvement methodologies (e.g. Lean-Six Sigma). 

• Champion a culture of accountability, safety, and continuous learning across the contact centre. 

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

• Proficient in Lean Six Sigma methodology 

• Strong ability to assess risks and obligations in a Financial services environment and identify controls. 

• Human Centred Design  

• Strategic thinking with strong ability to problem solve and make decisions that support strategy 

• Stakeholder management 

• Strong ability to influence through written and verbal communication skills 

• Development of learning programs and collateral 

• Strong demonstration of collaboration to drive alignment across PB 

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.