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Customer Journey Tour - Personal Credit Cards

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NAB

11.609

700 Bourke Street

Docklands, VIC 3008

Australia

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NAB is re-imagining customer experience in a revolutionising way. Take a sneak peak into our Customer Journey Tours.

Your tour will start in the Delivery Centre (11.609) where you'll get an overview of journeys, people and culture as well as a general idea of agile methodology. Please arrive promptly. You'll then move on to Personal Credit Cards Customer Journey room. (10.607)

Personal Credit Cards

This is the most recent Customer Journey however, still powerful in its own right. Taking a fresh look at the way customers are using their personal credit cards and how NAB can improve their experiences. By re-imagining the 'what, why and how' - we're looking at better solutions and making banking more seamless for our customers.


What are Customer Journeys?

A Customer Journey is the complete sum of experiences that customers go through when they interact with us. "Customer Journeys" refers to the 15 individual journeys scheduled over the next two years that will significantly improve the standard of our customers' experiences, help drive positive NPS and increase our internal efficiencies.

"A customer journey describes [the customers'] end to end experience with us through their eyes. We consider our customers' needs in their words (e.g. 'I need to accept card payments') and look at the interactions across all of NAB's divisions, channels and systems. This helps us identify their needs at every stage and make improvements that will have the greatest impact on their experience with us." Antony Cahill


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Date and Time

Location

NAB

11.609

700 Bourke Street

Docklands, VIC 3008

Australia

View Map

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