Work type: Permanent Full time
Location: Aust – VIC Metro
Opportunity for Head of Customer Advocacy
Be part of this progressive and innovative team
We embrace diversity and inclusion at our core
About the role
Customer feedback is critical to ensure we serve customers well and are known for being simple, easy and relationship-led. This is a key leadership role responsible for accelerating the transition of customer feedback from an NPS score to action across the enterprise that improves customer and business outcomes. This role will be accountable for the design, implementation and ongoing execution of a closed loop feedback system at NAB.
Day to day you will
Architect NAB’s holistic customer advocacy program
Operationalise the customer advocacy program through the design, implementation and execution of a closed loop feedback system
Uplift and democratise insight across a range of important experiences that help our colleagues serve customers better
Build organisational awareness of customer advocacy as a key enabler of strategy and financial performance
Partner with colleagues across the enterprise to accelerate change in culture and behaviours through closed loop actioning of customer feedback
Have custody of customer (NPS) measures in executive scorecards and incentive plans
Build capability to deliver customer advocacy and NPS outcomes
Skills and experience
To succeed in this role, you must be able to work in a fast-paced, at times ambiguous and complex environment and have the following:
Depth and breadth of leadership at senior level
In-depth experience leading a customer feedback and/or insights function
Experience managing customer feedback systems (e.g. Qualtrics, Medallia, Maritz).
Proven experience engaging and influencing senior executives
Demonstrated background in delivering transformational business change in a complex large scale organisation
Point of view on what a world class customer advocacy program looks like
Ability to influence executives across the enterprise to garner support, investment and remove roadblocks
Ability to deeply engage a workforce around a common objective that is strongly linked to the strategy
Advanced understanding of the role customer advocacy plays in delivering commercial outcomes
Strong communicator with the ability to explain complex technical concepts to a non-technical audience
Fosters teamwork, collaboration and coaches team members to grow
Demonstrated ability in strategic planning and execution skills
Relevant tertiary qualification is essential
We believe success comes from our people. We’re committed to supporting your talent and skills through your career, as you help us build a culture that affects change for our customers – and for the community too. We have an African Australian Inclusion Program, a range of Grad, Traineeship and Internship Programs, we are proud to have dedicated $55 billion to help address climate change, be recognised as a Gold employer of LGBTI Inclusion by AWEI and be an endorsed employer for Women by Work180. We are an equal opportunity employer and welcome diversity in the workplace.
From education and volunteer leave to learning benefits and banking discounts, we offer access to a wide range of employee benefits. For more information please visit here.
If you think this role is the right fit for you, we invite you to apply. Let’s have a serious but informal chat about who you are and what drives you. We’d love to share our vision for the future of banking.
To be eligible to apply, you must have Australian or New Zealand citizenship or permanent residency status. Please note candidate screening and interviews may be conducted prior to the closing date of the job advert.
- Please note unsolicited CVs from agencies will not be accepted.