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Media releases

Executive appointment


10 July 2015

Westpac Group Chief Executive, Brian Hartzer, today announced the appointment of Tom Boyles to the newly created role of Chief Customer Officer.

A global leader in his field, Mr Boyles joins Westpac from the Walt Disney Company, where he is Senior Vice President, Global Customer Managed Relationships and Travel Operations for Walt Disney Parks and Resorts.

In his current role, Mr Boyles is responsible for Disney’s “customer first” strategy, which has used innovative technology to create personalised customer experiences and significantly increase trust in the Disney brand.

Prior to joining Disney in 2000, Mr Boyles was a Senior Vice President at National City Corporation, a $100 billion top 10 US bank, where he was responsible for strategy and marketing. Prior to this, he was President of Integra Direct, a $20 billion retail bank where he was responsible for internet banking, the ATM network and marketing.

Mr Hartzer said: “Tom is a global marketing leader, well-known for his innovative use of technology in creating a smarter, simpler, and more fun way for guests to enjoy the Disney Resorts.

“Disney is one of the world’s most loved brands, and their “Next Generation Experience” program has set a new benchmark for how great service can be delivered in a digitally-enabled world.

“Westpac’s ambition is to be one of the world’s great services companies, and having someone of Tom’s experience and passion for customers on our team will be enormously helpful in improving service and building customer loyalty in both the physical and digital worlds.”

Mr Boyles will be responsible for marketing, customer relationship management, digital strategy, and helping to drive the Service Revolution across the bank’s suite of brands, including Westpac, St.George, Bank of Melbourne, BankSA and RAMS.

He will report to Westpac Chief Executive Consumer Bank George Frazis, and will commence in August.