Senior Consultant, Campaign Management

NAB; Melbourne; On-site; AUD 120,000 - 180,000; Full time

Job summary

NAB is seeking a seasoned program lead to modernise our customer communications and engagement ecosystem in Melbourne. You will drive data-led segmentation, coordinate cross-functional workstreams, and deliver campaigns across digital, web, and collateral channels.

You will collaborate with Product, Marketing, Risk and Legal to ensure compliant, high-impact communications and continuously improve customer experience using GenAI tools like Copilot and Cursor.

Qualifications

• Proven experience in customer engagement and modernisation programs.
• Ability to develop a data-led approach to segmentation for personalised multi-channel communications.
• Experience coordinating across multi-stakeholder, regulated environments.

Responsibilities

• Modernise a customer communication and engagement model across channels.
• Deliver end-to-end customer engagement campaigns.
• Own customer communications across digital, web and collateral channels.
• Partner with Product, Marketing, Risk and Legal to drive outcomes.
• Manage communications planning, prioritisation and delivery roadmaps.
• Ensure communications meet brand, risk and compliance requirements.
• Lead continuous improvement for customer experience and efficiency.
• Maintain governance practices and approvals for communications.

Skills

Written communication

Copywriting

Content development

Project management

Delivery management

Stakeholder engagement

Influencing skills

GenAI familiarity

Tools

Copilot

Cursor

Job description

• 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 strong 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.

Join NAB

At NAB,we’recommitted 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.