Head of Customer Experience Transformation
Apply now for this job
, opens in new window
Job number: 797332
Business unit: Group Chief Operating Officer
Primary position location: 395 Bourke St, Melbourne, VIC
Work type: Permanent Full time
Region: VIC- Melbourne CBD
- Be a lynchpin to bring our customer obsession to life
- Important role to make our customer experience better at scale
- Newly created business unit – opportunity to mould and shape
In this Head of Customer Experience Transformation role, you will
- Co-design and lead the set-up of the customer advocacy feedback system for a defined portfolio of Domains/Enabling teams/Channels
- Identify root cause analysis required and ensure that customer issues and opportunities are addressed through sustainable changes in policies, processes and systems
- Build a consistent approach for prioritising customer pain points and systemic issues, ensuring alignment with business segment priorities and must-win episodes
- Lead pilot and rollout plan of customer advocacy and build capability of frontline teams to sustain a regular Inner Loop cadence
- Develop coaching and training frameworks for leaders on how they lead teams through huddles and provide 1-1 coaching as related to customer experience improvement
- Ensure systems are effective in capturing and acting upon feedback and is driving measurable improvements in customer advocacy
What you’ll bring
- Intimate understanding of complex, cross-functional processes, customer-facing operations and processes
- Extensive experience in customer experience strategy, transformation and execution
- Experience in managing large-scale customer advocacy, feedback loops and improvement initiatives with frontline staff
- Strong analytical skills for root cause analysis and strategic problem-solving, especially in scenarios requiring systemic change
- Ability to influence and engage senior leaders across functions, fostering a culture of customer-centricity and long-term performance improvement
- Extensive experience managing large-scale feedback systems and strategic initiatives, ideally in customer experience or product 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 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.
#LI-DNI
Advertised: AUS Eastern Daylight Time
Closing:
Apply now for this job
, opens in new window
Refer a friend to this job
, opens in new window
Back to search results
