One of the best parts of my role is spending time with our customers and our teams in branches and contact centres. It’s where banking feels most real. It’s also where you see, very clearly, what matters most to people and what we need to do better.
Our ambition is simple: to be the best bank for customers in Australia. Not the biggest, but the best.
For me, that means great digital for everyday banking, and personal support when it really matters. Customers should be able to do the simple things easily and confidently online. But when they are buying a home, dealing with fraud or scams, or going through a difficult life moment, they need to know a real person is there to help.
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We have work to do to make that experience more consistent. It starts with getting the basics right: simpler processes, reliable systems, and consistent service in branch, over the phone and online.
The market around us is changing quickly. Technology is lifting expectations, competition is strong, and trust has never mattered more. ANZ’s 2030 strategy gives us a clear direction, and in Australia Retail our job is to turn that direction into better experiences for customers every day.
We also have strong foundations to build on: millions of loyal customers, growing digital capability, and teams who care deeply about doing the right thing.
I’m optimistic about what we can achieve together.