Host: Nadia Cameron, Publisher | Editor – Marketing

Brand rejuvenation: How do you honour the legacy while seeking a new narrative that grabs attention, compounds consumer and customer affinity, and delivers new commercial momentum? In this episode, two of our 2026 top 10 CMOs from the CMO Awards – Bank of Queensland marketing chief and #1 CMO of the year, Adrian McCaffrey, and Uber head of marketing and #6 CMO of the year, Nicole Bardsley – unpack what they’ve been doing to deliver marketing effectiveness with their fresh, reinvigorating approaches to brand.

In the last 18 months, McCaffrey has been spearheading BOQ’s key strategic growth program, ‘The Bank of Queenslanders’. The multi-pronged repositioning takes into account brand, media and customer channels to new product development, tech and app innovation, and internal cultural and operational change.

BOQ was carrying the “hallmarks of being a leader”, including the brand codes and cultural affection that could take it there. Yet it lacked the energy and united momentum to make it one, says McCaffrey. Having been outspent by the majors by 25:1 in a $400m+ media spend category, BOQ marketers also found themselves almost entirely skewed to performance-heavy campaigns and spread too thin. Three pillars reset the gameplan: Reinvigorate the brand’s core promise as a bank for Queenslanders, build a new customer-first multi-channel platform model, and win in retail and business banking. Cue a return to significant sporting partnerships, a more targeted media approach, and even an ‘ultimate Queenslander’ program and quiz on TikTok.

“The genius of the ‘Bank of Queenslanders’ is that it’s so simple,” says McCaffrey. “It felt like we’d fallen into a trap of having to explain who we were and what our brand meant a little too much, versus leveraging what it says on the tin, or what people know us for.”

The result in six months were hefty: Number one share of voice in Queensland, double-digit percentage growth in home loan SME applications the team “had to check a few times to make sure they were correct”, per McCaffrey, and positive uplift in key brand metrics. Importantly, it’s an example of how marketing can drive true balance sheet contribution, he says.

At Uber, a mature Australian market and category leadership meant a diminishing growth trajectory for the rides business if it continued relying on its product-led marketing approach. It was a strange contradiction to the Uber Eats business, where brand-led growth dominated, Bardsley says.

Having identified private car trips as the next big competitor to square up to, behaviour change was evidently going to be needed if rides was to find net new growth. Cue Shania Twain, Aussie comedian Tom Cardy, and the brand platform. ‘Can’t do that if you’re driving’.

“Brand marketing is most effective at doing behaviour change. Hence why we needed to shift away from saying there’s not a product that’s going to change that. It needs to be a brand-led strategy,” Bardsley says.

Halfway through the rollout, budgets were cut – a challenge Bardsley agrees many marketers can relate to. “It forced us to be much more disciplined in our approach,” she says.

“We made the deliberate decision to concentrate investment and to prioritise learning … we created a robust market-level experiment, which mean we had clear treatment markets and clear control markets. It meant major cities of Australia didn’t receive the campaign, which is often a tough decision when you’ve got the business wanting to drive short-term impact as well. But we needed to ensure we could build out statistically robust evidence to be able to support the business case that marketing can drive both long-term brand impact as well as short-term incremental demand.”

It worked: The marketing team proved out incremental demand in markets the campaign was live in. “Most importantly, those numbers have been critical to help us prove out the business case and we’re currently planning for the second run of the campaign,” says Bardsley.  

Host: Nadia Cameron, Publisher | Editor &ndash; Marketing
Brand rejuvenation: How do you honour the legacy while seeking a new narrative that grabs attention, compounds consumer and customer affinity, and delivers new commercial momentum? In this episode, two of our 2026 top 10 CMOs from the CMO Awards &ndash; Bank of Queensland marketing chief and #1 CMO of the year, Adrian McCaffrey, and Uber head of marketing and #6 CMO of the year, Nicole Bardsley &ndash; unpack what they&rsquo;ve been doing to deliver marketing effectiveness with their fresh, reinvigorating approaches to brand.
In the last 18 months, McCaffrey has been spearheading BOQ&rsquo;s key strategic growth program, &lsquo;The Bank of Queenslanders&rsquo;. The multi-pronged repositioning takes into account brand, media and customer channels to new product development, tech and app innovation, and internal cultural and operational change.
BOQ was carrying the &ldquo;hallmarks of being a leader&rdquo;, including the brand codes and cultural affection that could take it there. Yet it lacked the energy and united momentum to make it one, says McCaffrey. Having been outspent by the majors by 25:1 in a $400m+ media spend category, BOQ marketers also found themselves almost entirely skewed to performance-heavy campaigns and spread too thin. Three pillars reset the gameplan: Reinvigorate the brand&rsquo;s core promise as a bank for Queenslanders, build a new customer-first multi-channel platform model, and win in retail and business banking. Cue a return to significant sporting partnerships, a more targeted media approach, and even an &lsquo;ultimate Queenslander&rsquo; program and quiz on TikTok.
&ldquo;The genius of the &lsquo;Bank of Queenslanders&rsquo; is that it&rsquo;s so simple,&rdquo; says McCaffrey. &ldquo;It felt like we&rsquo;d fallen into a trap of having to explain who we were and what our brand meant a little too much, versus leveraging what it says on the tin, or what people know us for.&rdquo;
The result in six months were hefty: Number one share of voice in Queensland, double-digit percentage growth in home loan SME applications the team &ldquo;had to check a few times to make sure they were correct&rdquo;, per McCaffrey, and positive uplift in key brand metrics. Importantly, it&rsquo;s an example of how marketing can drive true balance sheet contribution, he says.
At Uber, a mature Australian market and category leadership meant a diminishing growth trajectory for the rides business if it continued relying on its product-led marketing approach. It was a strange contradiction to the Uber Eats business, where brand-led growth dominated, Bardsley says.
Having identified private car trips as the next big competitor to square up to, behaviour change was evidently going to be needed if rides was to find net new growth. Cue Shania Twain, Aussie comedian Tom Cardy, and the brand platform. &lsquo;Can&rsquo;t do that if you&rsquo;re driving&rsquo;.
&ldquo;Brand marketing is most effective at doing behaviour change. Hence why we needed to shift away from saying there&rsquo;s not a product that&rsquo;s going to change that. It needs to be a brand-led strategy,&rdquo; Bardsley says.
Halfway through the rollout, budgets were cut &ndash; a challenge Bardsley agrees many marketers can relate to. &ldquo;It forced us to be much more disciplined in our approach,&rdquo; she says.
&ldquo;We made the deliberate decision to concentrate investment and to prioritise learning &hellip; we created a robust market-level experiment, which mean we had clear treatment markets and clear control markets. It meant major cities of Australia didn&rsquo;t receive the campaign, which is often a tough decision when you&rsquo;ve got the business wanting to drive short-term impact as well. But we needed to ensure we could build out statistically robust evidence to be able to support the business case that marketing can drive both long-term brand impact as well as short-term incremental demand.&rdquo;
It worked: The marketing team proved out incremental demand in markets the campaign was live in. &ldquo;Most importantly, those numbers have been critical to help us prove out the business case and we&rsquo;re currently planning for the second run of the campaign,&rdquo; says Bardsley. &nbsp;

A weekly wrap of the “must-know” developments in Marketing, Media, Agency and Technology for leaders and emerging leaders in the industry. Veteran industry journalist and Mi3 Executive Editor Paul McIntyre talks each week with guest marketers who are in the know on what matters at the nexus of marketing, agencies, media and technology. Powered mostly by Human Intelligence (HI).

A weekly wrap of the “must-know” developments in Marketing, Media, Agency and Technology for leaders and emerging leaders in the industry. Veteran industry journalist and Mi3 Executive Editor Paul McIntyre talks each week...

Mi3 Audio Edition

The CMO Awards podcast episode 16: Brand rejuvenation: CMO winners from Bank of Queensland and Uber unpack their playbooks for marketing effectiveness

https://api.omny.fm/orgs/fa326977-3de5-4283-9b8b-af3500c58607/clips/d9778569-181c-4805-8d8a-b49b00737006/transcript