Nationwide ‘missions’ strategy to help ‘stretched’ customers

Nationwide Building Society is building a culture of ‘mission collectives’ covering functions from frontline to technology in order to transform the customer experience.

Speaking at the RBR conference on Self-Service and Digital Banking in London this morning, Paul Riseborough, managing director for hassle free money at Nationwide, told audiences the building society is adopting the ‘mission’-centric approach as a way of uniting different parts of the business to enable a connected experience for customers (known as ‘members’).

“Missions are very much end-to-end multidisciplinary teams from the frontline all the way through to technology and leadership teams,” he said.

Riseborough also highlighted the importance of a small team approach to organising the business and serving customers, while also ensuring that employees are able rotate and perform one another’s jobs.

“Our employees should be conversant in other areas of the business because customers don’t see things in siloes,” he explained.

“If we don’t all understand that end-to-end process, then we’re not doing our job,” he added.

The small team focus and different ‘mission collectives’ Nationwide utilises throughout the business also help it to react quickly and provide a connected experience for customers – an ever more important factor throughout the cost-of-living crisis.

“We are preparing a package of measures to support some of the most stretched members in our customer base,” he said, “and the missions are how we will deliver that.”

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