Head of Customer Episodes

• Outstanding opportunity to build and progress your career
• Inspire accountability to enhance the customer experience
• Be recognised as the leader, empowered to deliver and succeed

A career that gives you more

NAB announced it has reached an agreement to acquire Citigroup's Australian consumer business. Citigroup Australia is known for its credit card business, deposits business, mortgages and dedicated private wealth business. The proposed acquisition supports NAB's strategic growth ambition for Personal Banking, helping the bank achieve its goals faster as it drives toward being Australia's best Personal Bank.

To that end, NAB has mobilised an integration team-Project Edge- to support the transition of Citigroup Australia into NAB's Personal Banking Division and subsequent integration of both businesses. The proposed acquisition is expected to occur in March 2022 subject to regulatory approvals.

Project Edge currently has an opportunity for a Head of Customer Episodes to join the Whitelabel/Unsecured Lending team in Personal Bank.

In this role, you will harness your strategy, product and tech savviness for outstanding delivery outcomes coupled with first-class people leadership to ensure your success.

Combining these key pillars of product knowledge, technical delivery and people leadership and influence, your key responsibilities are to:

• Lead a subset of squads with multi-disciplinary colleagues to deliver a transformation agenda in support of the domain’s strategy
• Lead a product owner cohort to define the vision and build a backlog of business outcomes that deliver across a balanced scorecard, progressively elaborate backlogs to epics and features in support of the wider domain strategy
• Deliver business outcomes safely through application of effective risk management practices, and efficiently through the application of agile practices

Come and build the future of NAB, by making your impact on Personal Bank’s strategic growth ambition in the retail space, and grow your leadership.

What you will bring:

This job is both enormously challenging and rewarding so you need loads of passion and drive, be customer focused and have excellent influencing and engagement capability. Resilient and flexible you demonstrate the following experience and knowledge:

• Substantial experience in banking ideally gained from product, risk, technical or commercial disciplines
• Extensive people leadership experience, of large, distributed teams over significant geographical scope
• Inspirational leading of a highly engaged & successful distribution team, Including evidence of meeting plan consistently
• Extensive product ownership and management particularly in financial services
• Demonstrable experience operating effectively and delivering consistent results in a large complex business
• Experience leading scaled agile delivery
• Experience in managing to a software and product development lifecycle
• Tertiary qualification(s), ideally in a financial or business-related discipline plus product ownership certification-highly desirable

What will win you the day, is not only your people skills in team leadership, mentoring and coaching but also your expert partnering with key stakeholders to ensure a consistent end to end experience for our customers.

NAB, invested in you

By joining this team, you are committing to putting our customers’ needs first every time. You will be ambitious for growth; always curious and learning from colleagues. You will speak honestly, always valuing the time and opinion of others. You will own your work, doing what’s right, even when it’s hard.

We are committed to gender equality and are proud to be an equal opportunity employer and have a diverse and inclusive workforce. We have committed $70bn in financing to help address climate change and provide 2 days of paid leave each year through our employee volunteering program to support community organisations.

We support our colleagues to be their best by offering a wide range of educational, financial, lifestyle, health & well-being benefits. For more information please visit here.

Join NAB (external advertising only)

If you think this role is the right fit for you, we invite you to apply. Let’s explore who you are and what drives you.

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 that unsolicited CVs will not be accepted from external agencies. (external only)

To help keep our community safe, candidates who are based in Victoria will need to comply with the latest directions issued by Victoria’s Chief Health Officer.