Karen is the General Manager of Consumer Marketing and Customer Strategy at NAB. She is responsible for the consumer segment propositions and delivery across the NAB value chain.
Karen lectures in Marketing & Customer Relationship Management for the MBA program at the Macquarie Graduate School of Management.
Karen was formerly Head of Customer Relationship Management & Digital for Westpac Group. Karen was at Westpac for 5 years. In that time she led building and scaling the data driven marketing capability program known in Westpac as “KnowMe”.
“KnowMe” was a multi-channel program harnessing customer data to deliver targeted Customer Next Best Offers to bankers and teller in branches, call centres and interactions in online and mobile covering more than 60 million customer interactions a month. Karen also led the bank in becoming ‘social’ by building the capability for social media in all elements from brand, sales to service into Facebook, LinkedIn, Twitter, Instagram, Snapchat and Wechat.
Karen was part of the launch team of Optus into Australia leading the mobile and internet customer value proposition development and launch of the key programs that have underpinned Optus’ continued success.
In 2007, Karen was recognised as the ADMA Marketer of the Year and recognised by LinkedIn as a Power Profile for Australia in 2015 and 2016.
Karen has a Bachelor of Electrical Engineering (Hons) and a Master in Business Administration.
Karen is married with two sons and two dogs and works to achieve over 10K steps every day.