Professional Profile
Susan Costa serves as the Head of Product at National Australia Bank (NAB), based in the Greater Melbourne Area. Her role encompasses product leadership with a focus on customer experience within the bank’s Corporate and Business Banking (CISB) division. Susan holds multiple product management certifications, including Certified Scrum Product Owner (CSPO®) and G FIN, signaling her expertise in agile practices and financial product stewardship.
Her work spans several critical domains at NAB, with concentrated expertise in:
- Business and Corporate Banking
- Credit Risk Management
- Customer Experience Strategy
Susan is recognized internally as a subject matter expert (SME) in banking operations relevant to NAB’s CISB sector. Reviews highlight her professionalism, comprehensive knowledge of the banking landscape, and strong communication skills, reflecting her capability to lead and coordinate multi-disciplinary teams. Her leadership extends across domains including leasing, sales and marketing, operations, sustainability, health and safety, strategy, research, and new product development—indicating a broad and strategic operational purview.
NAB Corporate Context
NAB is one of Australia's "big four" financial institutions, operating with a major focus on retail, business, and corporate banking. The bank has been active in launching campaigns aimed at strengthening customer engagement, such as the recent "More Than Money" marketing initiative introduced in early 2024. NAB also faces regulatory and compliance challenges, evidenced by ASIC actions reported in late 2024 related to customer hardship support, highlighting a banking environment under scrutiny for customer service standards.
Susan’s role within such an institution places her at the nexus of product innovation, risk management, and customer centricity—areas prioritized in a competitive and highly regulated sector.
Skills and Certifications
- Certified Scrum Product Owner (CSPO®)
- G FIN (unspecified industry-recognized finance qualification)
- Broad knowledge in product management frameworks and agile methodologies.
- Extensive experience managing product lifecycles in financial services.
Leadership and Team Management
Susan has demonstrated leadership in:
- Managing product strategies and roadmaps tied to corporate banking clients.
- Driving customer experience improvements.
- Coordinating cross-functional groups including marketing, risk, compliance, and research teams.
- Embedding sustainability, regulatory compliance, and operational safety into product strategies.
Professional Reputation
Susan is described as an impressive banking SME with extensive knowledge in the NAB Corporate and Business Banking sector. Her communication abilities are noted as excellent, facilitating effective leadership and stakeholder engagement.
Relevant External Engagements and Insights
While no direct external speaking or publishing activities tied explicitly to Susan were identified, recent industry events and forums such as ADMA Global Forum 2025 highlight NAB’s active participation in marketing and data-driven strategies. The bank’s broader strategic vision includes digital transformation and customer-centric innovation, likely involving Susan’s product leadership.
Contact and Location
- Location: Greater Melbourne Area, Australia
- Professional LinkedIn Profile: [https://au.linkedin.com/in/susantay](https://au.linkedin.com/in/susantay)
- Corporate Email: s*@nab.com.au (redacted for privacy, verified through directory sources)
Summary
Susan Costa’s profile as Head of Product at NAB presents her as a seasoned product leader with specialized expertise in corporate and business banking products, customer experience, and credit risk management. Her multi-disciplinary leadership reflects NAB’s strategic focus on innovation, regulatory compliance, and customer engagement in a complex financial services environment. Susan’s certifications and professional recognition further reinforce her capability to manage and evolve high-value financial products aligned with NAB’s business objectives and regulatory landscape.
