NAB has announced a slew of changes to its executive leadership team and has rebadged its customer products and services division as “Customer Experience.”
The bank describes the new customer experience unit as “a division focussed on building advocacy and loyalty through the design and delivery of a leading banking experience.” It includes customer experience, marketing, digital, products, NAB Labs and NAB Ventures.
The group will be led by Rachel Slade, in the newly created role of chief customer experience officer. Slade was previously the executive general manager, deposits and transactions services since she joined NAB in January 2017. Prior to that she spent more than a decade with Westpac in various senior positions.
The bank also announced Andrew Hagger will leave NAB after 10 years, including the past eight years as a member of the executive leadership team. In that time he has led the consumer banking and wealth businesses, MLC as CEO and the corporate affairs, marketing & people divisions.
NAB announced Hagger’s role as head of consumer banking would be made redundant in May, but the AFR reports “a bruising round” of royal commission hearings in August meant an ongoing role elsewhere in the bank was untenable.
He will be replaced by former NSW premier Mike Baird who has been appointed chief customer officer, consumer banking. Baird will lead NAB’s retail banking business including more than 700 branches, 7000 bankers, broker partnerships, direct banking and the digital bank UBank.
Baird joined the bank in April 2017 as chief customer officer, corporate and institutional banking, following his exit from politics.
NAB’s chief risk officer, David Gall, will take over the role of chief customer officer, corporate and institutional banking. And Shaun Dooley joins NAB’s executive leadership team as chief risk officer.
“Rachel, Mike, David and Shaun are outstanding leaders who think customers first and bring terrific authenticity and values to NAB every day. These appointments also demonstrate the depth of talent we have inside NAB and I am particularly delighted to promote Rachel and Shaun to the Executive Leadership Team,” NAB CEO Andrew Thorburn said in a statement.