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The customer-owned lender has hired its first chief customer officer, who will lead the broker divisions and retail brands.
Police & Nurses Limited (PNL), which operates as the P&N Group representing P&N Bank in Western Australia and bcu in NSW and South-East Queensland, has announced the appointment of its first chief customer officer (CCO).
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Therese Turner, who was previously the chief executive of MOVE Bank, joined the mutual banking group on Monday (16 January).
In her new position, Ms Turner is responsible for P&N Bank, bcu, and broker divisions.
She will oversee delivery of the group’s retail customer value propositions and drive brand, customer, and revenue growth while “seeking to identify areas of improvement to enrich and deepen [the group’s] customer experiences”.
The general managers for each of these divisions, including Kaine Adamson (general manager, broker), will report to Ms Turner.
P&N Group CEO, Andrew Hadley, said the newly created CCO role was another milestone in realising the group’s five-year transformation strategy.
“Following an extensive nationwide search, I’m pleased to welcome Therese as part of our executive leadership team,” he said.
“Therese is highly credentialed and respected in the customer-owned banking industry and has a proven track record of success in delivering value to customers.
“I am confident that she is well-placed to sharpen and align the focus across our P&N Bank and bcu brands as part of our multi-brand model.”
The new CCO said she was “excited” to have joined the P&N Group and looked forward to helping deliver on P&N Group’s purpose of “making a positive difference for customers and their communities”.
“I’m very excited to be joining such a progressive customer-owned bank,” she said.
“In particular, what attracted me to the role was their compelling value proposition for customers, the unique multi-brand business model, and how they are leading the way on innovation.”
Mr Hadley concluded: “As a customer-owned bank, it’s vital that we continue to anticipate and adapt to the changing needs and expectations of our customers, as well as the evolving behaviours of banking consumers.
“While we continue to build a more customer-centric bank of the future through our major strategic transformation program, listening to and understanding the voice of current and future customers has never been more important.”
Ms Turner is the latest senior appointment at the group as it continues its transformation. Last year, it welcomed several new general managers, including Mr Adamson and a new general manager of business banking, Jacqueline Ryan.
[Related: Broker channel ‘fundamental’ to future growth: P&N Group]
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