Senior Consultant, Customer Performance
Customer Service · Full-time
Melbourne, VIC, Australia
Senior Consultant, Customer Performance
- Job number: 809439
- Primary position location: VIC- Melbourne CBD
- Category: Banking & Financial Services
- Category: Digital & Innovation
- Category: IT Architecture & Strategy
- Category: Information, Communication & Technology
- Category: Strategy
- Work type: Permanent Full time
- Opening at: Oct 9 2026 - 06:00 AEDT
- Closing at: Oct 25 2026 - 23:55 AEDT
- Design a customer strategy and segmentation model (current vs. future state) to find Merchant Services optimal ‘Where to play’ and ‘How to win’ positioning.
- Develop an AI-enabled propensity-based leads model to enable our portfolio transition and measurement against our progress.
- Ability to communicate, engage, manage, and influence a diverse range of stakeholders (from peers/business partners to senior executives).
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.
In this Senior Consultant, Customer Performance role, you will be joining the Customer Strategy, Experience and Growth team that’s doubling down on customer obsession.
You’ll go above and beyond to:
- Consider market (incl. regulatory), competitor, customer, and internal dynamics, develop a Merchant Services wide customer strategy (with an ideal target state segmentation by portfolio size and composition POV).
- To support execution of the strategy vs. our current portfolio, develop an AI-enabled propensity-based leads model for our frontline distribution partners to help shape and growth our portfolio across segments, products, and distribution channels.
- Continuously measure our customer strategy execution performance and propensity-model optimisation.
- Pre-emptively identify, understand, manage, and meet senior stakeholder expectations and requirements.
We’re looking for the best and brightest to deliver the best for our customers. You’ll need:
- Understanding of business banking and payment acquiring, and merchant product distribution and frontline banker ways of working.
- Proven experience in quantitative-based customer segmentation and strategy development
- Proven experience in detailed/complex quantitative analysis with large data sets, incl. sophisticated data analysis tool kits.
- Proven experience with development and ongoing optimisation of propensity-based leads development modelling.
- Highly developed people/stakeholder engagement and influencing skills, and strong communication and reporting discipline with senior executive audiences.
- Continuous improvement and innovation mindset, including adoption of GenAI, i.e. Co Pilot/Cursor.
A diverse and inclusive workplace works better for everyone
We know that when our colleagues feel valued and celebrated for who they are, our customers experience banking that’s fairer, more accessible, and designed with who they are in mind. That’s why we’ve built a culture of inclusion and respect, where colleague voices are heard and valued, and everyone is supported to bring their authentic selves to work.
For details on the recruitment process, and accessibility, or alternate methods to apply for this role, please visit https://www.nab.com.au/about-us/careers/apply-for-job. To discuss adjustment requirements, please contact the NAB Careers team via nab.careers@nab.com.au (please reference job number) or visit our Careers page through the link above for other contact options.
Join NAB
At NAB, we’re committed to supporting our colleagues with a comprehensive range of benefits designed to help you thrive both professionally and personally, including enhanced leave options, wellbeing support, access to NAB Perks, and ongoing career development opportunities.
If you think this role is the right fit for you, we would love to hear from you. Please note candidate screening and interviews may be conducted prior to the closing date of the job advert. Unsolicited CVs from agencies will not be accepted.