Michelle Sherwood

Executive, Digital. NAB Ventures Investment Committee

Michelle Sherwood is a senior executive at the National Australia Bank (NAB), specifically serving as the Executive for Digital – Personal Bank.

Here are some key points about her role and contributions:

Role and Responsibilities

Michelle Sherwood is responsible for driving the digital transformation and customer experience strategies within NAB's personal banking segment. Her focus is on delivering a simplified, intuitive, and connected digital experience for customers.1 2

Digital Transformation

Sherwood has been instrumental in NAB's digitalization efforts, particularly accelerated by the COVID-19 pandemic. She has overseen the implementation of various digital channels, including self-service options, live chat, virtual assistants, and integrated messaging services such as WhatsApp, Facebook Messenger, and Google Business Messaging.1 2 3

Customer-Centric Approach

Sherwood emphasizes a human-centred design approach, using customer research and feedback to improve NAB's digital products and services. She highlights the importance of simplicity, personalization, and innovation in meeting customer needs and enhancing their banking experience.1 2

Partnerships and Innovations

Under her leadership, NAB has formed partnerships, such as with Khoros, to enhance its digital messaging capabilities and AI-powered customer engagement. She also mentioned partnerships like the one with Slyp and Chemist Warehouse to integrate digital receipts into the NAB app.1 3

Industry Insights and Presentations

Sherwood has presented at conferences, including the FST Media 'Future of Financial Services' conference, where she discussed the future of customer experience in banking, the impact of COVID-19 on digital banking trends, and the importance of maintaining a relationship-led approach while leveraging digital capabilities.1 2

Overall, Michelle Sherwood plays a crucial role in shaping NAB's digital strategy and ensuring that the bank's customer experience is aligned with the evolving needs and preferences of its customers.