3.10.2025
In a frank discussion on the NAB Morning Call Podcast, NAB Group CEO, Andrew Irvine, comes out fighting for customers when he tackles listener questions on everything from Asian investment, ESG, and the WOW factor.
Competing for relevance
12 months into NAB’s refreshed strategy with customers at the bank’s centre, Irvine is clear about what sets NAB apart.
“We have no God-given right to exist unless we’re providing value to our customers and making a difference in their lives,” he said.
“We don’t sell a single thing that you can’t buy from someone else. We need to wake up every single day and look after our customers, be relevant to them, and help them navigate their financial lives. That gives me a real purpose.”
Looking ahead, Irvine sees the biggest challenge as staying trusted and relevant in a rapidly changing environment.
“Everything matters. We sell trust, so if we fail on cybersecurity, that would be devastating for us and for our customers. We have to keep their information and their money safe. That’s imperative,” he said.
Technology is also front of mind, with Irvine emphasizing the need for systems that are easy to use and reliable.
But while digital innovation and security remain priorities, he believes NAB’s people are still the real differentiator.
“It’s going to be a long time before our people don’t matter to the provision of customer service,” he said.
“At the end of the day, how we show up every day for our customers is still the biggest driver of our customer proposition.”
His goal for the year ahead is simple: “I want our customers to be even happier with us. When we look after them, they’ll look after us and our shareholders. That’s the equation.”
Putting customers first
For Irvine, delivering a great experience for every customer, whether through NAB’s app, in a branch, or with staff, is at the heart of the bank’s strategy.
“We delight customers thousands of times, but equally, there are too many times where we don’t show up in a way that is empathetic or consistent enough for them,” he admitted.
“One of the things we’re working hard on as a bank is to get more consistency in how we show up for our customers. That means improving processes and working on our culture to ensure we take a customer-first perspective in everything we do,” he explained.
Irvine leads by example, personally responding to every customer email or escalation, and expects his team to do the same.
Economy: resilience behind the rate hold
Irvine expressed optimism about Australia’s economic outlook, noting that the Reserve Bank’s decision to keep rates on hold is a sign of economic strength, not weakness.
“One of the reasons why we believe that rates won’t be coming down until May – and maybe there’s only one more to go – is that the economy is actually doing quite well,” he said.
He pointed to above-trend national growth and renewed strength in housing markets across the country, including Victoria.
“I think it all points to an economy that’s doing quite well. All of this bodes well for economic activity and for growth.
Listen to the full podcast here.
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