• Modernise our customer engagement and communications model to meet our customers’ ever evolving needs. 
• Develop and execute personalised customer communications aligned to a strong risk, regulatory and compliance environment. 
• Ability to communicate, engage, manage, and influence a diverse range of stakeholders (from peers/business partners to senior executives). 

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 this Senior Consultant Campaign Management role, you will be joining the Customer Strategy, Experience and Growth team that’s doubling down on customer obsession. 

You’ll go above and beyond to: 

• Modernise a customer communication and engagement model, improving data availability and a customer segmentation and cohort-based view. 
• Strategically coordinate the year ahead of customer engagement and communication to ensure optimisation of customer experience aligned to key business priorities and transformation programs. 
• Deliver end-to-end customer engagement and communications campaigns.  
• Own customer communications across digital, web and collateral channels.  
• Partner with Product, Marketing, Risk and Legal teams to drive outcomes.  
• Manage communications planning, prioritisation and delivery roadmaps.  
• Ensure all communications meet brand, risk and compliance requirements.  
• Lead continuous improvement initiatives to enhance customer experience and efficiency.  
• Maintain strong governance practices, including customer communications repositories and approvals. 

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

• Proven experience in customer engagement and communication modernisation program design, delivery and execution. 
• Proven experience in ability to develop a data-led approach to customer and cohort segmentation to expedite time-to-customer-contact while ensuring a truly personalised communication served to customers across a multi-channel and multi-message environment. 
• Ensure our extensive customer base receive the right communication, at the right time, and in the right channel (for their needs) with oversight of BAU and strategic communications delivery. 
• Strategically coordinate, balance, and prioritise multiple streams of customer communication (from a diverse range of stakeholders and strategic transformation programs) and manage their expectations. 
• Ensure adherence to a strong degree of risk, compliance and controls in a highly regulated environment. 
• Excellent written communication, copywriting and content development capabilities.  
• Strong project and delivery management skills, with the ability to manage competing priorities. 
• An innovation and continuous improvement mindset, including the adoption of GenAI tools such as Copilot and Cursor. 
• Highly developed people/stakeholder engagement and influencing skills, and strong communication and reporting discipline with senior executive audiences. 
• Continuous improvement and innovation mindset, including adoption of GenAI, i.e. Co Pilot/Cursor. 

A diverse and inclusive workplace works better for everyone

We know that when our colleagues feel valued and celebrated for who they are, our customers experience banking that’s fairer, more accessible, and designed with who they are in mind. That’s why we’ve built a culture of inclusion and respect, where colleague voices are heard and valued, and everyone is supported to bring their authentic selves to work. 

For details on the recruitment process, and accessibility, or alternate methods to apply for this role, 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

At NAB, we’re committed to supporting our colleagues with a comprehensive range of benefits designed to help you thrive both professionally and personally, including enhanced leave options, wellbeing support, access to NAB Perks, and ongoing career development opportunities.  

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.