NAB confirms Ristevski as group CMO and customer leader

Former business banking marketing and customer strategy chief becomes the new CMO, reporting into NAB's first chief customer experience officer

Suzana Ristevski
Suzana Ristevski

NAB has confirmed acting CMO and general manager of business marketing, Suzana Ristevski, as its official EGM of marketing and customer experience.

Ristevski takes the reins from Andrew Knott, who left the banking giant in July to become the first-ever chief media officer for JPMorgan Chase in the US. However, the role has been extended to also include customer experience.

Ristevski initially joined NAB in January 2017 as general manager of business bank marketing and customer strategy, one of three big hires made by Knott to expand his marketing team. She boasts of a strong and comprehensive resume in marketing, strategy and product leadership and was most recently the head of strategy and growth as well as CMO for GE across A/NZ and Papua New Guinea. She spent 12 years with GE, holding positions across financial services as well as the engineering and manufacturing businesses.

Prior to this, Ristevski worked for Optus, Medical Benefits Private Health Insurance Fund and 20th Century Fox in London.

NAB chief customer experience officer, Rachel Slade, said the bank had brought together marketing and customer experience in order to drive a single CX strategy across the group.

“Over the past year-and-a-half, we have invested heavily in building our customer experience capabilities,” Slade said in a statement. “The 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 focused on our customers as we listen and act differently.”

Ristevski said she was excited to be officially taking on the group role.

“I see incredible value in bringing together customer experience and marketing to deliver better experiences and communications that are absolutely focused on our customers,” she said. “I feel incredibly lucky to lead such a wonderful group of marketing and customer experience experts.”

The news comes two weeks after NAB confirmed it had promoted Slade to become its first chief customer experience officer as part of a reshuffle of its execute ranks and rebranded customer products and services division. She was previously the EGM of deposits and transaction services.

  Follow CMO on Twitter: @CMOAustralia, take part in the CMO conversation on LinkedIn: CMO ANZ, join us on Facebook: https://www.facebook.com/CMOAustralia, or check us out on Google+:google.com/+CmoAu

Join the newsletter!

Or

Sign up to gain exclusive access to email subscriptions, event invitations, competitions, giveaways, and much more.

Membership is free, and your security and privacy remain protected. View our privacy policy before signing up.

Error: Please check your email address.
Show Comments

Latest Videos

Conversations over a cuppa with CMO: Craig Davis

​Leadership resilience, startups scaling up, marketing best practices, customer insights - these are just a few of the topics we manage to explore in the latest episode of Conversations over a Cuppa with CMO featuring Craig Davis.

More Videos

JP 54, D2, and D6 EN590,JET A1 AVAILABLE ON FOB DIP AND TEST IN SELLER TANKWe Can supply Aviation Kerosene,Jet fuel (JP 54-A1,5), Diesel ...

Collins Johnson

Oath to fully acquire Yahoo7 from Seven West Media

Read more

JP54,D2, D6, JetA1 EN590Dear Buyer/ Buyer mandateWe currently have Available FOB Rotterdam/Houston for JP54,D2, D6, JetA1 with good and w...

Collins Johnson

3-pronged marketing approach for property disruptor Brickx

Read more

With a response rate of 80-90%, a well optimized chatbot is a must-have for every business. Check out this link to explore how you can en...

Drishti Khurana

How NRMA’s Arlo the Koala chatbot won over customers

Read more

Hey, With a response rate of 80-90%, a well optimized chatbot is a must-have for every business. Check out this link to explore how you c...

Drishti Khurana

7 innovative brand chatbots

Read more

hey Ever wondered how a business could leverage WhatsApp to grow? Find out here - http://s.engati.com/2rf

Unnit Dedhia

Sydney Uni taps AI for new COVID chatbot

Read more

Blog Posts

Life beyond the cookie: 5 steps to mapping the future of marketing measurement

​There’s no denying there’s been a whirlwind of response to the imminent demise of the third-party cookie from all parts of the industry. But as we’ve collectively come to better understand the implications, it’s clear this change is giving the digital advertising industry the opportunity to re-think digital marketing to support core industry use cases, while balancing consumer privacy.

Natalie Stanbury

Director of research, IAB Australia

Ensuring post-crisis success

The COVID-19 pandemic has exposed brands’ CX shortcomings and a lack of customer understanding. Given ongoing disruption, customer needs, wants and expectations are continually changing, also causing customers to behave in different ways. Just look at hoarding toilet paper, staple and canned food, medicinal and cleaning products.

Riccardo Pasto

senior analyst, Forrester

A few behavioural economics lesson to get your brand on top of the travel list

Understanding the core principles of Behavioural Economics will give players in the travel industry a major competitive advantage when restrictions lift and travellers begin to book again. And there are a few insights in here for the rest of the marketing community, too.

Dan Monheit

Co-founder, Hardhat

Sign in