“It’s this mindset that has taken the NAB Mobile App from 3.6 to 4.4 on the iOS charts in just three months”, according to Stevie-Ann Dovico, Executive Digital Technology at NAB.
Ms Stevie credited the modern stack of NAB that enables the technology team to “test and learn, make changes at speed and scale, and respond to feedback in the moment”.
This is a critical part of the NAB digital strategy that has “helped the NAB Mobile App rise the ranks in the app store, bringing a positive and easy digital experience to customer’s fingertips”.
It may be recalled NAB started a technology transformation journey 3 years back under the leadership of Patrick Wright. CEO Ross McEwan listed the top five top areas of focus in the December 2019 AGM.
Mr McEwan’s five focus areas for NAB:
- Safe and Secure
- Get the Basics Right
- Employee Delight
- Easy to Do Business
- Growth
It is clear the face of banking is changing, especially in the way customers want to interact with us
Group Executive Personal Banking Ms Rachel Slade
Here are some of the key highlights of the NAB Digital Transformation journey
Over 90% of NAB’s customer interactions are now taking place online or by phone
More than 50% of customers log into NAB digital banking via the app or online
Over-the-counter transactions have reduced by 25 per cent in the past year
NAB launched an in-app digital feature to block gambling transactions
New-age digital support options to improve customer experience including WhatsApp and iMessage
Voice Recognition Authentication
Five-year partnership with Microsoft embracing Azure
NAB is building its tech capabilities further with an aim to hire 1, 500 specialists this year alone, and doubling its tech intern program to over 500 interns.
Focus on building a cloud guild, a data guild, and an insourcing framework.
For more on NAB’s Digital Strategy, please visit this page.
