Suzana Ristevski to lead NAB’s merged marketing and customer experience team

NAB has today announced it will merge its marketing and customer service teams with acting chief marketing officer, Suzana Ristevski to lead the combined group.

Ristevski took the role as acting executive general manager for marketing following the departure of Andrew Knott from the bank in July.

Ristevski joined NAB in 2017 and was appointed acting head of marketing earlier this year


NAB’s restructure follows the bank overhauling its marketing operations after Knott announced his departure.  In June general manager of brand experience, Micheal Nearhos stood down, later resurfacing at Virgin Australia.

Last month the bank restructured its senior executive ranks with former NSW Premier, Mike Baird replacing veteran Mike Hagger to look after the organisation’s reputation as the fallout from the Banking Royal Commission continues.

Ristevski first joined NAB in January 2017 as general manager, business bank Mmarketing & customer strategy, having previously been chief marketing officer for GE’s industry and financial arms for the thirteen years previously.

Chief customer experience officer, Rachel Slade explained NAB has merged the marketing and customer experience teams to help drive a single customer experience strategy for the bank.

“Over the past year and a half we have invested heavily in building our customer experience capabilities,” Slade said.

“This change is about strengthening our customer experience capability further, to deliver on common goals across our marketing and customer experience teams. Ultimately, this is about driving faster decision-making focussed on our customers as we listen and act differently.”

“Suzana is a great leader and has already been instrumental in bringing together Marketing and CX into one business, along with providing clear leadership direction to the team.”

Ristevski said in a statement that she is excited to step into the role: “I see incredible value in bringing customer experience and marketing together to deliver better experiences and communications that are absolutely focussed on our customers.

“I feel incredibly lucky to lead such a wonderful group of marketing and customer experience experts.”


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