- Modernise a customer communication and engagement model, improving data availability and a customer segmentation and cohort-based view.
- Strategically coordinate the year ahead of customer engagement and communication to ensure optimisation of customer experience aligned to key business priorities and transformation programs.
- Deliver end-to-end customer engagement and communications campaigns.
- Own customer communications across digital, web and collateral channels.
- Partner with Product, Marketing, Risk and Legal teams to drive outcomes.
- Manage communications planning, prioritisation and delivery roadmaps.
- Ensure all communications meet brand, risk and compliance requirements.
- Lead continuous improvement initiatives to enhance customer experience and efficiency.
- Maintain strong governance practices, including customer communications repositories and approvals.
- Proven experience in customer engagement and communication modernisation program design, delivery and execution.
- Proven experience in ability to develop a data-led approach to customer and cohort segmentation to expedite time-to-customer-contact while ensuring a truly personalised communication served to customers across a multi-channel and multi-message environment.
- Ensure our extensive customer base receive the right communication, at the right time, and in the right channel (for their needs) with oversight of BAU and strategic communications delivery.
- Strategically coordinate, balance,



and prioritise multiple streams of customer communication (from a diverse range of stakeholders and strategic transformation programs) and manage their expectations.
- Ensure adherence to a strong degree of risk, compliance and controls in a highly regulated environment.
- Excellent written communication, copywriting and content development capabilities.
- Strong project and delivery management skills, with the ability to manage competing priorities.
- An innovation and continuous improvement mindset, including the adoption of GenAI tools such as Copilot and Cursor.
- Highly developed people/stakeholder engagement and influencing skills, and solid communication and reporting discipline with senior executive audiences.
- Continuous improvement and innovation mindset, including adoption of GenAI, i.e. Co Pilot/Cursor.

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We know that when our colleagues feel valued and celebrated for who they are, our customers experience bankingthat’sfairer, more accessible, and designed with who they are in mind.That’swhywe’vebuilt a culture of inclusion and respect, where colleague voices are heard and valued, and everyone is supported to bring their authentic selves to work.

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📌 Senior Consultant, Campaign Management (Melbourne)
🏢 NAB
📍 Melbourne