• Own and lead a Contact Centre Analytics portfolio, with accountability for people leadership, demand prioritisation, and delivery outcomes across a multi-site operating model!
• Partner with Enterprise Data & Analytics, Product, Contact Centre Operations, and Technology to uplift capability and modernise the insights ecosystem!
• Champion strong risk and data governance practices as the Manager of Contact Centre Analytics in NAB’s Personal Bank Data & Analytics Team!

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 Manager, Contact Centre Analytics, you will join our Personal Bank (Contact Centre) Data & Analytics Team that’s doubling down on customer obsession.

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

• Set insight priorities with senior stakeholders and ensure analytics investment delivers measurable customer, colleague, operational and risk outcomes
• Develop and uplift analytics, insights products, dashboards and performance framework across Australia and Nab India analyst teams.
• Foster trust in data by applying data risk governance principles, ensuring data quality, and uplifting data literacy across stakeholder.
• Lead the use of Gen AI tool, capabilities and advanced analytics solutions (e.g. LLM Intent Model, predictive analytics, conversational analytics) to unlock new value and modernise capability.
• Own demand management, backlog prioritisation, and delivery commitments for Contact Centre Analytics, balancing strategic value, capacity, and risk.
• Track, forecast, and review business performance using metrics critical to operational execution and customer outcomes.
• Present analytical insights to senior stakeholders to influence business decisions and drive continuous improvement.

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

• Strong experience leading multi location analytics teams with accountability for performance, capability uplift, and engagement outcomes
• Extensive experience in analytics, performance insights, advanced analytics, or contact centre analytics.
• Proven experience applying GenAI, LLMs, speech/text analytics, forecasting models or predictive insights to business use cases.
• Strong experience engaging, influencing, and presenting to Executives and senior operational stakeholders.
• Results-focused with strong initiative to meet/exceed customer, operational, and business objectives.
• Proven ability to collaborate across business domains, technology, and enterprise analytics teams.
• Expert problem‑solving skills with an ability to translate data into meaningful business actions.

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.