Head Of Customer Advocacy
vor 2 Monaten
Work type: Permanent Full time Region: VIC- Melbourne CBD
As the Head of Customer Advocacy within NAB's Corporate and Institutional Banking team, you will embed the voice of the customer throughout the value chain, defining, executing, and elevating leadership focus on customer obsession. The role leads the establishment of effective inner and outer feedback loops to capture accurate, relevant, and timely information to measure and track progress on customer advocacy.
Key Responsibilities
Identify systemic issues and opportunities to generate better outcomes for NAB.
Collaborate with the Executive of Customer Experience to uplift customer advocacy.
Oversee existing customer research programs (e.g. Peter Lee, Corp NPS).
Lead new customer advocacy programs (e.g. Episodic NPS).
Consolidate feedback from all programs to identify systemic issues and opportunities.
Design, execute, and hold stewardship of the framework for customer feedback loops.
Maintain effective working relationships within our Customer Experience Team.
What You Will Bring
Deep analytical skills with quantitative and qualitative customer research.
Capability to influence senior stakeholders.
Leadership agility including the ability to inspire and motivate teams.
Effective in all forms of communications along with a strategic mindset.
Ability to connect analysis to insights to actions.
Profound years of experience as a Senior Leader.
Customer insights experience, whether corporate (client side) or market research agency.
Financial services experience preferred.
Diversity and Inclusion
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.
Join NAB
If you think this role is the right fit for you, we invite you to apply. You will be scaffolded to enable your success as you transition into the role, with real growth opportunities to propel your brand within the NAB Group.
If you require any reasonable adjustments to the recruitment process or the role, please let the recruitment consultant know. The International relocation policy will be applied to support and enable the career move.
Please note candidate screening and interviews may be conducted prior to the closing date of the job advert.
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