NAB's Chief Data & Analytics Officer Christian Nelissen has encouraged NAB teams to rethink how they use data – not just to report, but to solve.
The challenge was issued during NAB's Data & AI month, where Mr Nelissen reflected on the bank's journey from building foundational platforms to unlocking business-wide value for customers.
"Data analysis isn't just about making reports. It's about using the data you have to think creatively and ask sharper questions to solve real problems – not just relying on dashboards and metrics to tell the story," Mr Nelissen said.
He shared recent examples where teams had adopted a more exploratory approach to using data. This led to discovering new opportunities for customers, such as streamlining and combining their banking experiences. Teams also identified
ways to improve customer services - particularly in how complaints are handled - and found smarter ways for colleagues to use NAB spaces.
In each case, the work began not with a dataset, but with a business problem and a willingness to look beyond the obvious.
Reflecting on the shift in culture, Mr Nelissen noted that demand for data is increasingly being driven by different parts of the bank.
"We're now seeing the business come to us with use cases, and in many cases, the data is already there. That's when things really start to move."
It's a far cry from how data was once perceived.
"When I first started leading analytics teams, the idea of talking to senior leaders about data was almost laughable," Mr Nelissen said.
"People would yawn at the mention of it. Now, it's front and centre of how we think about growth, risk, and customer experience."
He also discussed the growing excitement around GenAI and shared that, as the technology evolves, its success is built upon strong data foundations.
"Everyone wants to jump into GenAI, but you still need good data to draw out the best insights," Mr Nelissen said.
That foundation is evident in NAB's central data lake, which powers the bank's customer intelligence engine, the Customer Brain. Scaling at speed, the Brain is helping teams turn insights into meaningful actions.
"The Brain is going from strength to strength. The real transformation comes from taking the customer data we already have and deploying it directly into the channels where we engage with them every day," Mr Nelissen said.
Hyperpersonalisation: From Insight to Impact
Joining Mr Nelissen for the opening of Data & AI month was Ari Kaplan, Global Head of Evangelism at Databricks – recognised as the man behind the Moneyball movement in sports analytics.
His work revolutionised how elite teams use data to drive performance, and it's a philosophy that resonates strongly with NAB's own approach.
"Moneyball is all about using data to challenge assumptions, uncover hidden value, and make smarter decisions – and that's exactly what we're doing across the bank," Mr Nelissen said.
Drawing on his experience, Mr Kaplan shared how hyperpersonalisation is reshaping customer engagement.
"The more granular you can get, the better uplift in your opportunities," Mr Kaplan said, explaining how tailoring insights to individual behaviour leads to more actionable outcomes
NAB Executive for Data Platforms Jo Gurry, who joined Mr Nelissen and Mr Kaplan at the Data & AI month event, echoed the sentiment.
"Hyperpersonalisation works. It's about making insights truly actionable - not just interesting", Ms Gurry said.
A Month for Everyone
With over 40 events planned, Data & AI Month is designed to engage NAB employees across the bank not just those in data roles.
"It's about creating an open space for everyone to get involved, get engaged, and get excited," Mr Nelissen said.
Whether it's exploring GenAI, learning new tools, or discovering how data can solve real problems, NAB's Data & AI Month is a celebration of curiosity, collaboration, and customer obsession.
