Professional Experience
Head of Marketing & Engagement | Heartland Bank
December 2025 - Present
I lead growth and engagement across the full customer journey at Heartland Bank Australia, unifying brand, marketing, digital performance, customer care and new enquiries into a single system.
This is a newly created leadership role designed to move beyond functional marketing into end‑to‑end customer experience and commercial outcomes. My focus is on how attention turns into trust, how interest is handled in practice, and how brand promises are either reinforced or broken at moments of contact.
Scope and focus
- Own brand positioning, marketing strategy and performance across Heartland’s specialty banking products
- Connect brand, digital performance and journey design end‑to‑end, from first impression through to conversion, retention and advocacy
- Lead customer care and inbound contact centre operations, with accountability for service quality, efficiency and experience
- Oversee leads and new enquiries, ensuring speed, quality and consistency of follow‑up
- Align marketing, sales and service so the handover between teams works in reality, not just in theory
What I work on
- Turning Heartland’s challenger positioning into measurable growth and customer outcomes
- Closing the gap between what’s promised in market and what customers actually experience
- Designing marketing and engagement as a system, not a set of disconnected activities
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