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13

February

Head Of Customer Advocacy

NAB National Australia Bank - Melbourne, VIC

Any Industry
Source: uWorkin

JOB DESCRIPTION

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

About NAB

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.

The benefits

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.

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