26/05/2026
đ The story of Business Transaction Banking, Product & Transformation: Delivering meaningful customer outcomes with speed, discipline, and strong decisionâmaking
Transformation in Business Transaction Banking (BTB) is driven by the quality of everyday decisions. For the Product & Transformation team, this means staying close to customer and banker needs, applying disciplined delivery, and collaborating effectively across Vietnam and Australia to deliver consistent, reliable outcomes.
Being recognised as Star of the Year reflects not just what was delivered in FY25, but how the team approached its work - with a strong focus on customer value, accountability, and shared success.
â What does Star of the Year mean to your team?
For us, this recognition is a shared milestone that validates the impact we created together â delivering meaningful outcomes for customers and bankers while maintaining strong discipline in risk, quality and ex*****on. It reinforces the behaviours we want to scale: staying close to real user needs, making dataâinformed decisions, and holding a high bar for stability and compliance, all while winning together as one team. Most importantly, it motivates us to keep raising standards and growing others, so the impact is sustainable beyond any single initiative.
â Which FY25 achievement best reflected your customerâobsessed way of working?
The achievement that best reflects our customerâobsessed approach was transforming the selfâserve term deposit account opening experience through straightâthrough processing - significantly reducing friction for customers and bankers.
By grounding our work in real customer and frontline insights, we prioritised automation and simplified the endâtoâend process, reducing onboarding time from days to minutes and making it materially faster and easier for customers to deposit with us.
This required deliberate tradeâoffs to focus on the changes that delivered the greatest value, particularly around simplicity, reliability, and operational efficiency.
The result was a clear uplift in usability, adoption, and overall experience, reinforcing our broader ambition to deliver seamless, customerâcentric transaction banking journeys.
â How does customer obsession guide your daily decisions?
Customer obsession guides our daily decisions by keeping customer outcomes at the center of everything we do. As part of NABâs vision to be the most customer-centric organization, we start by deeply understanding our customersâ needs, pain points, and challenges - especially in moments where they need us most.
Rather than jumping straight to solutions, we ask ourselves: how will this create meaningful value for our customers? That mindset shapes how we prioritize, design, test, and deliver outcomes. It also drives strong collaboration across Vietnam and Australia to ensure we deliver solutions that are consistent, reliable, and genuinely improve the customer experience.
â How did the team deliver at scale without compromising quality and stability?
Three things made the difference. First, strong prioritisation and planning aligned to clear business outcomes. Second, a disciplined delivery model with clear roles, frequent checkpoints and a shared definition of âdoneâ â including testing and production readiness. Third, engineering excellence through automation, monitoring and continuous learning. Together, these enabled us to move fast, but safely.
â Why is growing others important to the team?
We believe sustainable impact is a team capability, not an individual one. By investing in onboarding, coaching and programs like Business Academy and StarCamp, we shorten learning curves, build shared ways of working and strengthen collaboration across functions. When we grow together, we create teams that can keep delivering customer value â consistently and over time.
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