Consultant, Channel Experience

at  National Australia Bank

CONSULTANT, CHANNEL EXPERIENCE

Job no: 792909
Business unit: Personal Banking
Primary position location: 700 Bourke St, Docklands, VIC
Work type: Permanent Full time

Region: NSW- Sydney CBD, SA- Adelaide inner, VIC- Melbourne CBD

• Hybrid role | 2-3 days in the office
• Use your human-centered mindset to drive strategy for our customers and colleagues
• You’ll be supported to manage your career, work, and life
• Work in a collaborative & challenging fast paced culture

THE ROLE:

Join our dynamic team in Channel Strategy CX & Planning within the Personal Direct function, where we’re crafting the future of customer engagement. As a pivotal member, your focus will be on helping shape the strategic direction of our Personal Direct Channel Experience. Working closely with cross-functional teams, you will be instrumental in driving our strategic vision forward.

KEY RESPONSIBILITIES INCLUDE:

• Collaborate with internal stakeholders to refine and execute the strategic vision for the Personal Direct Channel Experience.
• Utilise design thinking principles to inform strategic decisions and identify opportunities for improvement within the Personal Banking domain.
• Share insights and recommendations with key stakeholders, influencing the ideation phase and driving impactful change.
• Stay abreast of emerging technologies and industry trends to inform strategic initiatives and enhance customer and colleague experiences.
• Act as a conduit for escalating complex customer or channel issues to relevant stakeholders, ensuring timely resolution and continuous improvement.
• Assist in shaping and overseeing the Ideation and Inception process within the Personal Direct function.