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Consultant, Customer Experience

  • Shape the future of customer experience in banking  

  • Exposure to a diverse range of stakeholders at senior level  

  • Join a collaborative team where your voice matters 

 

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  

As the Consultant, Customer Experience you will join the Personal Everyday Banking, Customer Experience team that’s doubling down on becoming the voice of our customers whilst driving meaningful change across our banking products and services. 

 

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

  • Drive Customer Centric Culture across the domain, embedding Enterprise Who We Are practices into PEB ways of working 

  • Lead the implementation and governance of the Customer Voices Program across Personal Everyday Banking, ensuring customer pain points and areas of friction are identified, prioritised, and addressed. 

  • Build and maintain strong stakeholder relationships through effective influencing, negotiation, and communication, including facilitation of workshops and forums. 

  • Represent the Personal Everyday Banking (PEB) domain in Customer Voices forums with Customer Advocacy and Enterprise Customer Experience teams. 

  • Partner with the Senior Consultant, Customer Experience to amplify the customer voice across key forums, enabling the business to improve customer advocacy by highlighting insights and opportunities. 

  • Proactively identify customer experience and process improvement opportunities based on customer insights, data, and feedback. 

  • Develop business cases to support customer experience initiatives, clearly articulating benefits to both customers and the bank. 

  • Manage and drive customer experience initiatives through to completion, ensuring delivery of expected outcomes and benefits. 

 

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

  • Previous experience in banking and/or financial services preferred.  

  • Knowledge of customer experience methodologies and customer-centric design will be highly regarded.  

  • Program management experience with a strong customer-focused mindset.  

  • Ability to manage stakeholders, build strong relationships and influence outcomes is essential for this role.  

  • Strong analytical skills with a strategic mindset. 

 

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. 

Advertised: AUS Eastern Daylight Time

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