NAB Shakes Up Marketing Department Again With New CX Division

NAB Shakes Up Marketing Department Again With New CX Division
SHARE
THIS



National Australia Bank (NAB) has announced changes to its executive leadership team, as the major bank looks to become more customer-focused.

NAB’s customer products and services division has become the customer experience division, which will focus on building advocacy and loyalty through the design and delivery of NAB’s banking experience.

The division encompasses customer experience, marketing, digital, products, NAB Labs and NAB Ventures.

Rachel Slade will lead this division in the new role of chief customer experience officer. She has been executive general manager of deposits and transaction services since joining NAB in January 2017.

Former NSW Premier Mike Baird has been appointed as NAB’s chief customer officer of consumer banking. He will lead NAB’s retail banking business and also take a lead in the setting of the bank’s reputation agenda.

Baird has been NAB’s chief customer officer for corporate and institutional banking since April 2017.

David Gall moves to the role of chief customer officer for corporate and institutional banking, having been NAB’s chief risk officer and part of its executive leadership team since August 2014.

Shaun Dooley, who is currently group treasurer of NAB, replaces Gall as chief risk officer.

Andrew Hagger will leave NAB after 10 years, including the past eight years as a member of its executive leadership team. In that time, he led a number of divisions, including marketing and people.

NAB chief executive Andrew Thorburn said the changes would bring greater focus and momentum to NAB’s commitment to being a simpler, more customer-focused bank.

“We have a clear plan to transform NAB and create a sustainable business that puts customers first, and we are executing on that plan,” he said.

“Now is the right time to make these changes as we work to create a better bank and earn the trust of our customers.”

NAB had already made a number of tweaks to its marketing department in recent times, with Michael Nearhos exiting the bank after role as general manager of brand experience was made redundant, and CMO Andrew Knott also departing after two-and-a-half years.

Photo (L-R): David Gall, Shaun Dooley, Andrew Thorburn, Rachel Slade and Mike Baird

Please login with linkedin to comment

Andrew Hagger David Gall mike baird NAB National Australia Bank Rachel Slade Shaun Dooley

Latest News

QUT Business School Launches “Make it Real” Via BCM Group
  • Campaigns

QUT Business School Launches “Make it Real” Via BCM Group

Queensland University of Technology (QUT) Business School has launched a new brand platform, developed by BCM Group, built to encourage prospective students to upskill, invest in themselves, and nurture their inner entrepreneur.

Making A Name For Your Brand In A New Market: Tips For Launching A Campaign Globally
  • Opinion

Making A Name For Your Brand In A New Market: Tips For Launching A Campaign Globally

Jacqueline Gonzales [featured image] is the Head of Global Marketing at Squarespace. In this piece, she shares her best pieces of advice for launching a campaign globally. It’s estimated that we see between 6,000 to 10,000 ads every single day. In today’s digital landscape we’re constantly bombarded by so many different brand messages from every […]

Opinion

by B&T Magazine

B&T Magazine
Acast Announces New Podcast ‘The Elements’
  • Media

Acast Announces New Podcast ‘The Elements’

From the audio producer of The Teacher’s Pet comes The Elements, a new Acast Creator Network podcast hosted by Thredbo survivor Stuart Diver. The Elements is a  podcast that journeys into the heart of surviving a natural disaster and will be hosted and distributed by the creator-first podcast company Acast as part of the Acast Creator […]