As a Consultant, Customer Obsession, you’ll partner with multiple stakeholders across the organisation to bring to life customer and colleague insights which will help to deliver optimised processes, sustainable change and to drive customer and colleague excellence across NAB Assist.  

• Work in a highly collaborative environment with likeminded, customer obsessed colleagues to win together.  

• Discover and synthesise customer and colleague feedback into meaningful and tangible insights and actions which drive timely, effective and quality change. 

• Be part of an innovative, customer obsessed team solving real world problems. 

Our team prioritise the needs and satisfaction of the customer above all else. Our mindset encourages innovation and creates strong, lasting customer relationships as we strive to be the most customer centric company in Australia and New Zealand.  

The role puts you at the centre of improving customer outcomes where it matters most -Financial Difficulty, Vulnerability, Collections & Hardship. 

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

• Leading and maintain the review and oversight of customer experience data (NPS, IDR/EDR complaints, aggressive customer incidents) to identify trends, themes, and opportunities for improvement.  

• Analysing business processes, procedures, and customer pain points (including complaints) to drive improvement in customer, colleague, and commercial outcomes for NAB.  

• Identifying, design, and deliver impactful change opportunities, innovatively solving for uplift and ensuring safe, effective implementation to support NAB Assist operations.  

• Drive operational excellence and process optimisation activities to ensure improvements are sustainable, scalable, and deliver measurable value.  

• Proactively identify, escalate (where appropriate), and manage risks/issues with the potential to impact the delivery of changes. 

• Drive and contribute significantly to the NAB Assist Customer Obsession Program, embedding a culture of continuous improvement and uplifting colleague engagement and capability.  

• Support overarching change programs and enterprise delivery, ensuring alignment with business strategy and customer needs. 

• Liaising with and supporting colleagues across NAB Assist with customer knowledge, reporting and insights.   

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

• Experience leading and/or contributing to change programs that embed uplifted customer experience/new process, and operational improvement delivering key productivity and financial targets. 

• Demonstrated professional experience in banking/finance or related disciplines within decisioning, credit risk, portfolio monitoring and strategy experience.  

• Knowledge of Banking Products, Collections and Hardship (Customer vulnerability)  

• Demonstrated customer-centredness and empathy.  

• Strong planning and analytical capabilities. Critical thinking and problem-solving ability.  

• Ability to work effectively in ambiguity and adapt to change. 

• Proven ability to influence senior stakeholders, drive cultural change, employee engagement and capability. 

• Digital and technical proficiency in systems such as: excel, PowerPoint or SharePoint (to name a few) will be highly regarded  

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.