"The best job at the bank" - NatWest CIO Scott Marcar on AI impact, CX centrticity, and how to support UK innovation
I've got the best job at the bank.
An enthusiastic statement from Scott Marcar, CIO at NatWest Group. With more than 500 branches serving over 20 million customers, NatWest is one of the largest banking groups in the UK and one that has become increasingly digitally-dependent in its operating model. Marcar says it, in practice, a technology business:
If you think about the retail bank for NatWest today, 97% of everything the bank does with those customers is digital, with the mobile app, through the web, through CoRa, which is our chat channel. Even when you go through our Wealth business, or you go into our commercial institutional business, which is dealing with governments and large corporates, 80% of everything we do with those companies as well is digital first. So, NatWest is fundamentally a technology business.
That’s reflected in the workforce demographics, he notes:
Roughly a third is technology,...
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