Manager "Voice Of Customer" Operations
Nab
Manager "Voice Of Customer" Operations
- Job number: 806803
- Primary position location: VIC- Melbourne CBD
- Category: Banking & Financial Services
- Work type: Permanent Full time
- Opening at: Apr 2 2026 - 06:00 AEDT
- Closing at: Apr 9 2026 - 23:55 AEST
We’re building world class Voice of Customer capability to enable brilliant customer experiences across NAB.
The Manager of Voice of Customer (VOC) Operations is a leadership role responsible for the operational excellence of NABs enterprise customer feedback ecosystem. This role owns the platform processes, performance and vendor relationship that ensure customer feedback is consistently captured, distributed and actioned to drive meaningful CX improvement across the Group.
This role plays a key role in enabling scalable, reliable and insight-led feedback programs that support NAB’s ambition of being Australia’s and New Zealand's most customer centric company.
Our people are customer obsessed. They prioritise the needs and satisfaction of the customer above all else. Our mindset fosters innovation and creates strong, lasting customer relationships as we strive to be the most customer centric company in Australia and New Zealand.
Each day, you’ll go above and beyond to:
-
Own the end to end operation of NAB’s VOC platform, including survey programs, callback ticketing, access management and continuous improvement.
-
Maintain platform stability, performance and data integrity, ensuring feedback is captured and available when and where it is needed
-
Act as the primary interface with VOC platform vendors, ensuring capabilities are maximised and vendor performance meets NAB standards.
-
Lead the delivery of new survey programs and enhancements in line with the strategic VOC roadmap
-
Establish and maintain strong operating rhythms, governance and escalation pathways to support consistent execution
-
Champion best practice Voice of Customer approaches and contribute to the future state VOC platform vision
-
Build trusted relationships with senior stakeholders across the business, balancing competing priorities and translating complex technical concepts into clear, actionable insights.
-
Takes ownership of team engagement, personal and professional development
We’re looking for the best and brightest to deliver the best for our customers. You’ll need:
-
5+ years’ experience in CX, research, customer advocacy, customer strategy role
-
Experience with VOC programs and customer feedback systems (e.g. Qualtrics, Medallia).
-
Experience leading teams
-
Proven ability to build strong, credible stakeholder relationships at various levels.
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 believe this role suits you, please apply. Note that screening and interviews may occur before the job advert closes. Unsolicited CV’s from agencies are not accepted.