New NAB CEO pledges support to struggling customers

He emphasises the importance of prioritising customer experience

New NAB CEO pledges support to struggling customers

Andrew Irvine (pictured above), who commenced his role as new group chief executive of the National Australia Bank (NAB), reiterated the institution’s commitment to addressing the challenges posed by the current economic climate, including inflation and scams.

In a letter and video addressed to customers, Irvine detailed the bank’s initiatives designed to assist customers grappling with financial difficulties and highlighted the importance of customer support amid the rising cost-of-living.

“Prices have surged during the past two years as inflation impacts the cost of living,” he said. “While we are optimistic the situation will improve towards the end of the year, we know that many Australian households and businesses are doing it tough right now. If you are concerned, we’re here to help.”

Irvine also outlined his intention to spend the initial months of his tenure listening and learning from the experiences of NAB customers and employees, aiming to identify areas where the bank excels and those requiring improvement.


“I will continue to listen to your feedback and take action to make this bank better,” he said.

As part of his introductory message, Irvine, who joined NAB in 2021, also took the opportunity to thank NAB’s clientele for their loyalty and underscored his pride in leading an institution that has played a significant role in supporting Australians’ financial aspirations for 160 years.

Irvine, whose banking sector career spans more than two decades, also emphasised the importance of prioritising customer experience and the bank’s commitment to modernisation and simplification to better meet customer needs.

He also underscored the bank’s efforts to combat scams, noting the increasing global threat they pose and detailing NAB’s investment in technology and personnel to safeguard customer accounts.

Irvine succeeded Ross McEwan, whom he credited for maintaining a customer- and employee-centric approach during his tenure. 

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