Business Improvement (Banker and Customer Improvement)

Senior Consultant - Strategy, Transformation and Business Improvement

• Lead BA for the design and testing of a new workflow process and tool which rolled out nationally. This directly impacted over 3200 Business Bankers and Associates to achieve a quicker time to Decision.• Lead BA for the design of over 30 iterations of the workflow tool and stepped up tosupport as the Project Manager. These iterations led to better Banker, Team Leads and Associate experiences with the tool, enabling them to process work more smoothly.• Created and rolled out reporting to Business Banking Executives (BBEs) showing common errors of bankers found at Post-Approval. Through the reporting, BBEs are expected to have more in-depth, data driven coaching conversations so that bankers can reduce their errors leading to a quicker time to drawdown for customers.• Lead BA in a project that worked towards digitising all banker servicing requests onto a banker platform. By integrating systems to pre-populate customer information, banker inputting errors are reduced which led to less rework, in addition to driving efficiencies.

• Lead BA in the design of integrating accounting software with NAB mobile app working with CX and UX from discovery phase through to development.• Lead BA on a project to prototype a web-based tool for bankers to help customers understand the benefits of adopting digital payment methods• Lead BA on project to enable customer to get notified on their mobile phones of when they’ve received money into their NAB banking accounts