CFO World

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.

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