Aussie Home Loans shifts technology responsibility to new GM of customer

Richard Burns

Aussie Home Loans has handed over the technology leadership reins to its new general manager of customer, Richard Burns.

The home loan and mortgage broker announced Burns’ appointment this week after a year-long search to replace former general manager of marketing and product, Stuart Tucker. Burns takes up the role on 9 February.

However, the role has been rebranded and expanded and will now not only include responsibility for marketing, brand, customer retention, data and digital, but also IT, leading a total of 40 staff.

Previously, Aussie’s CIO, James O’Donnell, reported into GM of finance and technology, John McDonald. Under the new structure, he will now report directly to Burns along with head of marketing and digital, Alex Crompton; and senior manager of customer retention, David Taylor.

Aussie’s founder and executive chairman, John Symond, said Burns will be a key contributor to the company’s executive management team.

“General manager customer is a critical and unique role within our business, and we have been searching across industries and markets to find the right person for the job,” he said in a statement. “I am delighted that this search led us to Richard and that he accepted my offer to join the Aussie team.”

Burns has spent the last seven years with Commonwealth Bank’s CommSec division, where he is currently general manager of customer experience and responsible for overseeing end-to-end customer engagement. His 20-year career includes marketing, product and strategy roles with CommSec, ETrade Australia and McKechnie Consumer Products.

Symond added Burns will be responsible for protecting and growing the Aussie brand while strengthening its digital prowess and presence by tapping into innovative technology.

“Richard is an impressive senior executive and without doubt has the right cultural fit, vision, experience and drive to lead our marketing, digital and IT teams,” Symond said.

Burns said he was delighted to be joining such an iconic Australian brand.

“Leading the IT, digital and marketing teams will be a great challenge, and one that will allow me to draw upon my experience in each of these three areas,” he said. “I have heard great things about the team and am looking forward to meeting and working with them all.”