NAB is creating three chief customer officer roles to oversee all aspects of its banking and finance offering as part of a new restructure revealed today aimed at simplifying executive lines and improving its customer centricity.

As the largest business bank in Australia with a 160-year history of serving customers, NAB prides itself on being able to converse and connect with customers in a way that meets their expectations. And it’s this very focus on customer experience that is now fuelling the organisation’s digital transformation fire.

NAB’s CMO, Sandra de Castro, has left the banking group after more than four years as its marketing chief.

Time is the currency of customer experience and brands must adopt a more agile approach to product development and make significant cultural change if they want to meet modern expectations.

Organisations may be increasingly striving to become customer centric, but it’s only those who can bridge the gap between desirability and capability that will make it happen in a sustainable way.

Digital projects are not just about new delivering new technology capabilities, they also require a rethink around how people collaborate, assess risk and embrace change.

Australia Post has confirmed the appointment of former NAB head of strategy, Greg Sutherland, as its new chief marketing officer (CMO), effective from this week.

Banks are seeking closer relationships with customers through greater use of customer data and new technologies, according to banking and telecom officials at the CeBIT Financial Tech conference in Sydney.