NAB appoints replacement for CMO role following marketing shake-up

Josh McDonnell
By Josh McDonnell | 3 October 2018

NAB has appointed Suzana Ristevski as executive GM, marketing and customer experience, following a wider restructuring of the marketing and CX departments earlier this year.

Ristevski, who had been acting CMO since the departure of Andrew Knott in May, will assume the newly created role as part of the company's new marketing and customer experience team.

Chief customer experience officer, Rachel Slade explained that NAB has brought together the marketing and customer experience teams to help drive a "single customer experience strategy for NAB".

The overhaul, which included changes to the brand experience team, also led to the departure of NAB's GM brand experience, Michael Nearhos.

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

"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."

In the new role, Ristevski says she will be responsible for, "bringing customer experience and marketing together to deliver better experiences and communications that are absolutely focussed on our customers".

Since his exit, Knott has resurfaced in the US as JPMorgan Chase's first-ever chief media officer, while Nearhos was appointed marketing director for Virgin Australia.

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