• Be at the forefront of customer advocacy, influencing business decisions with your insights  
• Be our trusted advisor to senior leaders and executives, enabling sound decision-making to drive impactful Voice of Customer initiatives  
• Join a dynamic team, ready to hit the ground running, committed to doing things smarter.  

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 Consultant, Customer Advocacy, you will join the Strategy, Performance and Customer Advocacy team in Personal Banking that’s doubling down on customer obsession!   

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

• Drive customer advocacy in Personal Banking (PB) aligned to PB’s three‑year growth ambition.   
• Lead the consistent adoption of Customer Voices in PB through the orchestration and alignment between the Enterprise CX team and our PB Domains and Channels. 
• Lead Get Amongst It, the PB colleague immersion program that brings colleagues closer to customers and frontline teams to understand the realities of what our customer experience and ensure customers are at the centre of our decision making in our day-to-day roles. 
• Lead on PB’s customer advocacy governance model and leadership forums to drive outcomes. 
• Analyse customer pain points that impact PB customers to drive positive, strategic changes in the business. 
• Support the development of clear, compelling narratives and materials for the PB Leadership Team, ELT and Board forums that support informed decision‑making. 
• Present clear, fact-based insights on customers, colleagues, products, competitors and the macro environment to inform leadership decisions.  

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

• Minimum 3 years’ experience in strategy/execution disciplines and/or delivery gained either in a consulting firm, in-house with a large corporate or equivalent environment (previous financial services experiences is highly regarded). 
• Customer insights experience, whether consumer, business or corporate (desired).                
• Proven experience in business engagement, understand the trade-offs required while simultaneously delivering business benefit. Requires commercial acumen, business alignment and ability to negotiate. 
• Strong people and change influencing with the capability to build trust and collaborate with cross-functional teams. 
• Possess strong presentation and facilitation skills. Effective communication skills with the ability to synthetise data and communicate findings in a meaningful way. 
• Relevant tertiary qualifications (desired). 

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.