Senior Consultant, Customer Performance

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

Job summary

NAB in Melbourne is seeking a senior analytics/strategy professional to design and implement a customer strategy and segmentation framework for Merchant Services. The role focuses on identifying where to play and how to win, including AI-enabled propensity-leading models for portfolio transitions and growth.

You will engage diverse stakeholders and lead quantitative analysis across large datasets, driving ongoing optimisation of models and strategy implementation while aligning with regulatory

Qualifications

• Proven experience in quantitative-based customer segmentation and strategy development (bullet point from ad).
• 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.

Responsibilities

• Design a customer strategy and segmentation model (current vs. future state) to identify optimal positioning for Merchant Services.
• Develop an AI-enabled propensity-based leads model to enable portfolio transition and measure progress.
• Communicate, engage, manage, and influence a diverse range of stakeholders including senior executives.
• Develop a Merchant Services wide customer strategy with ideal target state segmentation by portfolio size and composition POV.
• Support execution of strategy vs. current portfolio and shape growth across segments, products, and channels.
• Continuously measure strategy execution and propensity-model performance; identify and meet stakeholder requirements.

Job description

• 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).
• 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.
• 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 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.

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.