Why Knowing the Customer Helps Business Know Its Purpose 

Andrew Hagger, Chief Customer Officer, NAB

What does today’s Australian consumer want? What do they expect? What do they need?

In today’s constantly changing environment, where consumers demand more, faster, in new ways, with optionality, business faces real challenges.

Better understanding what our ever-changing customers are saying, and how they’re behaving, is critical to success in today’s dynamic, disruptive, and digital environment. It is these learnings that will enable business to create and improve products and services, so we can truly deliver the best customer experience.


Andrew Hagger was appointed to the role of Chief Customer Officer – Consumer and Wealth in August 2016. In this role he leads NAB's retail banking businesses, broker partnerships, financial advice, direct banking and digital bank UBank. He is also Chair of JBWere.

Prior to this he held the role of Group Executive, NAB Wealth from April 2013 where he was responsible for all NAB's wealth businesses including MLC (for which he was Chief Executive Officer), Plum, JANA, JBWere, NAB Financial Planning and NAB Asset Management.

Andrew joined NAB in 2008 to lead the Private & Institutional Wealth business. In May 2009 he was appointed Executive General Manager of MLC & NAB Wealth's insurance business. In October 2010 he was appointed Group Executive, Corporate Affairs & Marketing before taking up the expanded position of Group Executive, People, Marketing & Communications in October 2011.

Prior to joining NAB, Andrew spent 21 years with PricewaterhouseCoopers (PwC) in a number of capacities, including Melbourne Managing Partner. Andrew has a Masters of Applied Finance (Macquarie University), a Bachelor of Economics (University of Adelaide) and is a fellow of the Institute of Chartered Accountants in Australia.

He is currently Chair of the Olivia Newton-John Cancer & Wellness Centre Appeal Executive Committee.