• Shape enterprise‑scale outcomes in a high‑performance, purpose‑led culture
• Influence the future of customer support across one of Australia’s largest organisations
• Lead a critical, enterprise‑wide customer experience transformation

Our people are customer obsessed. They prioritise the needs and wellbeing of our customers above all else. Our mindset fosters innovation and builds strong, lasting relationships as we strive to be the most customer‑centric bank in Australia and New Zealand

In this Program Director role, you will join the Enterprise Contact Centre Domain and lead the Customer Assist Transformation Program - a multi‑year, enterprise-wide initiative focused on improving experiences and outcomes for some of our most vulnerable customers.

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

• Lead the end‑to‑end delivery of a complex transformation program, ensuring milestones are met on time and within budget.
• Keep things simple while navigating multi‑stream delivery across people, process, technology and operating model uplift.
• Move with speed to drive measurable business, customer and regulatory outcomes.
• Be customer obsessed - modernising Contact Centre capabilities to deliver proactive, personalised support for customers in need.
• Own it by translating enterprise strategy and regulatory requirements into a clear, actionable program roadmap.
• Win together by partnering with senior stakeholders, technology, business units and external vendors to ensure seamless, integrated delivery.

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

• Motivation to build genuine partnerships and lead teams towards meaningful customer outcomes.
• Extensive experience leading large‑scale transformation programs in financial services or similarly regulated environments.
• Expertise in Contact Centre or broader customer operations environments leveraging digital, AI, automation and vulnerability considerations.
• Strong customer and stakeholder relationship management.
• Program governance, risk, financial management and benefit realisation capability.
• Problem‑solving, critical thinking and leadership skills to guide multidisciplinary squads and multi‑vendor ecosystems.

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.